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1st Line Support Analyst

2 months ago

london, United Kingdom Brown & Brown Europe Full time

1st Line IT Analyst

Location: Onsite – London

Fixed Term Contract - 1 year

Package: Negotiable + Benefits


As a First Line Support Analyst at Brown & Brown Europe, you will play a crucial role in providing exceptional 1st and 2nd line End User Compute (EUC) support to our internal customers (teammates). Your primary responsibility will be to ensure that our teammates receive timely assistance with technical issues while maintaining a high standard of customer service.


The day to day:

  • Providing 1st to 2nd line IT support to internal Teammates (Customers) primarily for our London HQ’s,
  • Support of other sites remotely will also be undertaken.
  • Support could be undertaken as Walk-Up, phone or email.
  • Triage and resolution of tickets
  • Categorisation and escalation of tickets to 2nd/3rd line internal support teams, or 3rd party support providers.
  • Supporting Hardware, OS and Line of Business application issues in a predominantly Microsoft EUC
  • Microsoft environment with some Apple Mac devices.
  • Supporting the roll out of new hardware and software to Teammates
  • Managing user accounts and access via Microsoft Entra / Intune
  • Installing and configuring iPhones
  • Assisting with and troubleshooting meeting room technologies (Teams Room)
  • Provide End User training where required


About you:

  • Previous IT Service Desk experience
  • Excellent customer service skills with the ability to liaise with people at all levels including business execs.
  • A good understanding of Microsoft Active Directory and/or Azure Active Directory
  • 1st line experience of Microsoft Endpoint Manager (Intune) for deployment of devices (Windows & iOS)
  • 1st line experience of Microsoft Endpoint Manager (Intune) for the build and deployment of software
  • Experience with Windows 10/11
  • Experience with Microsoft’s 365 Suite of products
  • Previous Experience supporting mobile phones
  • Experience with Microsoft teams Room
  • Experience with Apple Mac desirable
  • Previous experience with ServiceNow or Freshservice desirable


The rewards:

  • A negotiable basic salary and all the normal benefits you’d expect (Holiday, company pension etc.)
  • A collaborative, open and honest environment that is designed to deliver the best outcomes to our clients and staff
  • An environment built around supporting and developing our staff with funding available for relevant professional qualifications.