Information Technology Help Desk Analyst

CompanyFortray Global Service Limited

LocationBath, England, United Kingdom

Posted At1/22/2026

UK Visa Sponsorship Analytics

Occupation Type

IT user support technicians

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

About the Role

We are seeking an experienced IT Helpdesk Analyst with 4+ years of hands-on experience to deliver high-quality technical support and act as a key escalation point within the service desk function. This role requires strong technical expertise, excellent communication skills, and the ability to handle complex support issues efficiently.

You will support end users across hardware, software, and network environments while ensuring service levels and customer satisfaction are maintained.

Key Responsibilities

Provide 1st and 2nd line IT support to end users via phone, email, and ticketing systems
Act as an escalation point for complex technical issues
Diagnose and resolve hardware, software, and operating system issues
Support Windows desktops/laptops and common enterprise applications
Manage user accounts, access permissions, and group policies
Support Microsoft 365 services (Outlook, Teams, SharePoint)
Troubleshoot networking issues (LAN, Wi-Fi, VPN, DNS)
Log, track, and resolve incidents in line with SLAs
Assist in problem management and root cause analysis

Maintain accurate documentation, knowledge base articles, and procedures

Support junior team members when required

Required Skills & Qualifications

4+ years of experience in an IT Helpdesk / Service Desk / Technical Support role
Strong knowledge of Windows OS (Windows 10/11)
Hands-on experience with Microsoft 365 administration and support
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Experience with Active Directory and user access management
Familiarity with ITSM / ticketing tools (ServiceNow, Freshdesk, Jira, or similar)
Strong troubleshooting, analytical, and communication skills
Ability to manage multiple priorities in a fast-paced environment

Preferred (Not Mandatory)

Experience supporting enterprise or multi-site environments
Exposure to endpoint management and security tools
Basic knowledge of cloud platforms (Azure or AWS)
ITIL Foundation or other relevant IT certifications
Experience mentoring or guiding junior support staff

What We Offer

Competitive salary based on experience
Stable role within a professional IT support environment
Opportunities for training and career progression
Supportive, collaborative, and inclusive workplace culture
Flexible working arrangements where applicable

Equal Opportunity Statement

We are an equal opportunity employer. Employment decisions are based on skills, experience, and qualifications. We welcome applicants from all backgrounds.