Helpdesk Analyst 1st Line

IT Support Analyst (1st Line)

Location: Bromley, Kent

Salary: up to £28,000

Full Time Permanent

We have an exciting opportunity for a 1st Line support analyst in our Service Desk team.

Using your skills in technical analysis and 1st Line Support you will be responsible for supporting our internal employees, assisting with PC, applications, server, networking and hardware issues either in person, email, Teams, or via phone. You will be resolving issues in a timely manner and taking ownership of tasks allocated to you, escalating issues to 2nd and 3rd Line Support.

Your day to day will include:

Dealing with Microsoft operating systems (e.g. Windows 11, Windows server, Microsoft Office 365), networking and Active Directory

Troubleshooting MS Office, antivirus software

Analysing, prioritising and fixing all requests for both Head Office and Field staff and escalate issues to 3rd line as appropriate

Configuring/decommissioning users

Building and configuring desktops/laptops

Monitoring and checking backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment

Monitoring and checking system logs

Ensuring anti-virus/anti-spam is current and kept up to date on all devices

Assisting and participating in project work

Ensuring prioritisation of daily workload

Assisting with the rollout of software updates for both Head Office and Field users (SCCM knowledge would be beneficial to this role)

Overseeing stock allocation in the Computer Room

Comprehensive support for Microsoft environments

Advanced troubleshooting of Microsoft Office & security applications

Incident management and resolution

User account lifecycle management

Hardware and device setup

Backup and system monitoring

Log analysis and proactive maintenance

Endpoint security management

Collaboration with 1st Line Support

Participation in IT projects

Software deployment and patch management

Asset and inventory management

What we need from you:

Proven experience working in a Service Desk function/ 1st Line Support

Strong expertise in Windows 10/11

Proven experience with MS Office 365

Ability to work independently on 2nd line technical issues

Strong understanding of Active Directory administration

Expertise in Microsoft 365 ecosystem – Support and configuration of Exchange Online, OneDrive, SharePoint, Teams, and endpoint management.

Proficiency in remote access tools such as LogMeIn, TeamViewer, or Microsoft Remote Desktop.

Comprehensive knowledge of PC hardware and software setup/configuration – Including OS installation, driver management, and troubleshooting hardware failures.

Fundamental understanding of networking – TCP/IP, DNS, DHCP, VPN, VLANs, and basic firewall configurations.

ITIL framework awareness – Understanding of incident, problem, and change management processes within an ITIL-based service environment.

Security awareness and best practices – Understanding of cybersecurity fundamentals, MFA, endpoint security solutions, and compliance requirements.

Proven experience in Windows 10/11

Understanding and or knowledge of HaloITSM

Good understanding of configuration of Active Directory

Experience of Remote Access tools such as Log Me In

Good understanding of PC hardware/software set-up/configuration and TCP/IP

Technical experience in video conferencing, AV setups, telephone systems, Teams meeting rooms and preventative maintenance

Experience of Incident and problem management from initiation through to closure

Ability to create clear, concise, and user-friendly Knowledge Articles and Standard Operating Procedures (SOPs), ensuring documentation is accurate, up-to-date, and aligned with ITIL best practices.

Able to work under pressure and to defined deadlines

Good problem-solving skills

Exceptional telephone manner

Basic understanding of networks

Supporting VIPs and ExCo members

Full driving licence and own car preferred to be able to attend IT emergencies.

Qualifications

Microsoft 365 Fundamentals (MS-900) - essential

ITIL foundation v3 - ideal

ITSM platforms like Halo, FreshService, Service Now, Ivanti – preferred

SCCM, WDS - preferred

You will be required to work 40 hours per week. Monday to Friday. You will do an 8-hour shift, start time is 7.30am with 45 minutes lunch break. You will also be required to work an out of hours shift on a 1 week in 3 rota basis. This will be to You may be required to assist with critical system maintenance and updates that need to be performed outside of normal working hours to minimise disruption to business operations. assist in the systems maintenance tasks that cannot be performed during normal working hours.

What we offer you:

Basic salary up to £28,000 per annum.

Bonus up to 7% dependant on your performance and company performance.

Contributory Pension Plan (Company matches up to 5%).

25 days plus bank holidays.

Life Assurance. 4x times pensionable earnings.

Season Ticket Loan

Employee Support Scheme

Free Foresters Go Membership (Claimed back once ISA set up) plus additional 3% allocation rate

We are a purpose driven organisation and we want to enable everyone that is a part of Foresters to channel their passion and enthusiasm into the charitable efforts that you care about. That is why we have created the Working for Purpose programme where we give you 1 day to volunteer with the charity of your choice