We''re working with a well-established, people-first organisation to recruit a 1st Line Support Analyst into a highly regarded IT support team. This is a 1st line role supporting around 1200 users, with a strong emphasis on customer service, process, and getting things right first time. You''ll be joining a stable, collaborative service desk where quality matters, ITIL is lived (not just talked about), and security standards are taken seriously. What you''ll be doing - Providing 1st line support via ticketing system, email, phone calls and face-to-face Supporting new starters and day-to-day user issues Working with Microsoft 365, Intune, Entra ID, Exchange, and Defender Triage, troubleshoot and escalate tickets appropriately to 2nd line where needed Contributing to internal knowledge base and continuous improvement activities within the team Supporting users across laptops, mobiles, tablets, and remote devices Technical environment - Microsoft-first environment (Hybrid Azure / on-prem) Intune, Defender, M365, AD and Entra Cyber Essentials Plus certified, security-driven culture Structured ITIL-based service desk What we''re looking for Experience working within a 1st line or service desk environment Experience working within a charity or not-for-profit environment may be beneficial Strong Microsoft 365 and Windows support experience Confident communicator with a genuine "people" mindset Calm under pressure and comfortable supporting senior stakeholders Technically