1st Line Support Analyst

1st Line Support Analyst

up to £28,000 per annum
Bromley, Kent

Permanent

Full Time

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.

About us

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.

What we do

We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley