Job Introduction
We are looking for a friendly, proactive and customer-focused 1st Line IT Support Analyst to join our growing IT function. This is a brilliant opportunity for someone who enjoys solving problems, helping people, and developing their technical skills within a supportive and fast-paced environment. This role is full time office based in Livingston.
You will be the first point of contact for colleagues across the business, providing both onsite and remote support and ensuring our teams can work smoothly and securely every day.
What you’ll be doing
You will play a key role in delivering a high-quality IT service across the organisation, including:
Acting as the first point of contact for IT queries via phone, email and service desk tickets
Diagnosing and resolving common hardware, software and user issues
Supporting Windows 10 & 11 desktops and laptops
Managing and progressing tickets through the IT Service Desk in line with agreed SLAs
Installing, configuring and supporting business applications
Supporting Microsoft 365 and Exchange Online environments
Working with Intune, Entra and Autopilot to manage devices and users
Building and provisioning laptops, mobile phones and user equipment
Maintaining the IT asset register and documentation
Updating the IT knowledgebase and improving support processes
Ensuring IT services align with information security standards
Keeping users informed and confident through clear communication and updates
Contributing to out-of-hours support when required
Occasionally visiting other office locations to provide onsite support
What we’re looking for
We welcome applications from candidates who enjoy helping others and want to continue building a career in IT.
Experience and skills
Previous Service Desk or IT support experience (preferred)
Experience with Active Directory (on-prem and Entra)
Experience using Intune and Autopilot
Experience managing Exchange Online / Microsoft 365 mailboxes
Relevant IT qualifications such as CompTIA (or working towards)
Personal qualities
Excellent communication skills and the ability to explain technical issues clearly to non-technical users
Strong problem-solving skills and attention to detail
Ability to prioritise, multitask and meet deadlines
A collaborative team player who can also work independently
A genuine passion for delivering great customer service
Why join us?
We offer more than just a role, we offer a place to grow.
Competitive salary plus annual performance bonus
30 days holiday (including bank holidays), rising to 35 days with service
Supportive and inclusive culture with a strong team ethos
Critical Injury Scheme providing financial and wellbeing support
Career development opportunities within a national utilities organisation
The chance to build your IT career in a stable and growing business
If you’re looking for a role where you can develop your technical skills while making a real difference to colleagues across the business, we would love to hear from you.