Support Desk Analyst

Support Desk Analyst Attractive benefits package; Equal Opportunity Employer; Relaxed and industrious atmosphere where you will be encouraged to speak out and contribute wherever you feel you have something to offer Apply Here We usually respond within three days Salary: £30,000–£32,000 per annum Location: Bath, Somerset Working pattern: Hybrid – 3 days office / 2 days home Contract: Permanent, Full Time Hours: Monday–Friday, 9am–5pm About Truespeed At Truespeed, we’re doing more than just building a broadband network – we’re helping communities get connected to fast, reliable full-fibre broadband. As a regional alternative network provider, we’re passionate about doing things the right way, putting our customers first and bringing great connectivity to the places that need it most. Our people are at the heart of what we do, and our technology teams play an important role in keeping our business connected and running smoothly. The Role We’re looking for a Support Desk Analyst to join our Truespeed Service Operations team. You’ll provide first-line IT support to colleagues across the business, helping to resolve incidents and service requests quickly and professionally. You’ll manage tickets through our JIRA service desk , ensuring issues are accurately recorded, prioritised and resolved within agreed SLAs. You’ll support a broad range of technologies including Microsoft 365, Windows 11, macOS, mobile devices and business applications , as well as using RMM tools to remotely troubleshoot and support users. This is a great opportunity for an IT professional looking to develop their technical skills within a growing organisation. The role is hybrid, with three days per week working from our West Office in Bath and two days working from home . There may be occasions when increased office attendance, including up to five days per week, is required to provide colleague cover. In This Role, You Will: Provide friendly and professional 1st Line IT Support to colleagues across the business. Manage, prioritise and update incidents and service requests through JIRA . Troubleshoot issues and resolve requests within agreed SLAs, escalating where appropriate. Install, configure and maintain laptops, desktops, mobile devices, software and applications. Support Windows 11, macOS, Microsoft 365, iOS and Android devices. Use NinjaOne, Mosyle or similar RMM tools to remotely monitor and support devices. Use PowerShell for basic administration, troubleshooting and automation. Assist with Microsoft 365 administration, including Exchange Online, Microsoft Entra ID, SharePoint, Teams and OneDrive . Support user onboarding and offboarding, including account creation and removal. Assist with eDiscovery and Subject Access Requests (SARs) where required. Maintain accurate technical documentation and contribute to IT knowledge bases using Confluence . Work with senior IT colleagues to resolve more complex technical issues. What We’re Looking For We’re looking for a customer-focused IT professional who enjoys solving problems and helping others. You’ll bring: Previous experience in a 1st Line IT Support, Service Desk or similar role . Experience troubleshooting Windows 11 and supporting Microsoft 365 . Good understanding of Microsoft 365, including Exchange Online, Entra ID, SharePoint, Teams and OneDrive. Good knowledge of Windows operating systems and desktop hardware. Basic understanding of TCP/IP, routing and switching . Experience working with ticketing systems and SLAs. CompTIA A+ certification or equivalent IT qualification. Excellent communication and customer service skills. Good attention to detail and organisational skills. A logical, proactive approach to troubleshooting and problem solving. The ability to work independently and as part of a team. A willingness to learn and develop your technical skills. It Would Be Great If You Also Have: Experience with NinjaOne, Mosyle or another RMM platform . Practical PowerShell experience. Experience with eDiscovery or SARs. Knowledge of iOS and Android. Microsoft, networking or other relevant IT certifications. Experience with telephony systems such as Gnatta. Knowledge of Linux servers in a virtualised environment. Why Join Truespeed? At Truespeed, we don’t just offer jobs, we build supportive, rewarding careers. Our benefits package includes: £30,000–£32,000 salary 25 days’ annual leave plus bank holidays Hybrid working Private healthcare Pension scheme Life insurance Wellbeing benefits, including 24/7 online GP access Wider health, lifestyle and financial wellbeing benefits Career development and progression opportunities Free onsite parking Be Part of Truespeed’s Journey If you’re passionate about technology, enjoy helping people and want to develop your IT career, we’d love to hear from you. We review applications on a rolling basis, so we encourage you to apply as soon as possible. Additional Information This role is based at our West Office in Bath, Somerset . You’ll need to be within a reasonable commuting distance of the office. You’ll need the right to work in the UK , as we’re unable to offer visa sponsorship. Increased office attendance may occasionally be required to provide colleague cover. No agencies, please. Freedom Truespeed Group recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Truespeed Group and will receive instruction directly from us to do so. Freedom Truespeed Group is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts. As such, Freedom Truespeed Group reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Truespeed Group Preferred 2nd tier Supplier or independently by the candidate themselves. Submission of any unsolicited CV's and proposals to Freedom Truespeed Group will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent. Department Truespeed Location Truespeed, Pinesgate East, Lower Bristol Road Remote status Hybrid Truespeed, Pinesgate East, Lower Bristol Road Our Perks & Benefits 🏄🏻‍♀️ 25 days paid vacation We value that you get more time with your family and friends. We also offer an extra day for your birthday! 🕐 Flexible working hours We value work-life balance highly, therefore we have flexible working hours. 🏡 Hybrid working To help our team to manage their time more effectively. Regular social & team events 🕺 Twice a year we celebrate our successes as a team. Workplace, Culture & Diversity Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers. It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice. 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