Help Desk Analyst / 1st Line Support Engineer / IT Technician

  • Job Reference: AWDO-P8829
  • Date Posted: 6 June 2022
  • Recruiter: AWD online
  • Location: Lincoln, Lincolnshire, East Midlands
  • Salary: £23,000 to £26,000
  • Bonus/Benefits: + Generous Benefits
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: CV Response Team

Job Description

IT & Communication Jobs. Help Desk Analyst / 1st Line Support Engineer / IT Technician Jobs, Careers & Vacancies in Lincoln, Lincolnshire, East Midlands. Advertised by AWD online – Multi-Job Board Advertising and CV Sourcing Recruitment Services

Help Desk Analyst / 1st Line Support Engineer / IT Technician who has good IT troubleshooting skills with the ability to support and maintain Microsoft Operating Systems, Applications and other Software and Hardware is required for an established and highly innovative Defence and Technology Company based in Lincoln, Lincolnshire, East Midlands.


SALARY: £23,000 - £26,000 per annum + Generous Benefits

LOCATION: Hybrid. Split between working remotely and the office in Lincoln, Lincolnshire, East Midlands (you must live within a commutable distance to Lincoln)

JOB TYPE: Full-Time, Permanent

KEY REQUIREMENTS: Due to the nature of elements of the role, the successful applicant must be a UK National and may be required to successfully complete National Security Vetting which may require criminal record, security service and credit reference checks; qualification will also normally require a minimum UK residency of at least 5 years.



Due to continued growth and expansion, we have an exciting opportunity for a Help Desk Analyst / 1st Line Support Engineer / IT Technician to join a busy IT Team / Helpdesk. The team looks after all elements of the company’s information systems and provides a broad range of services covering infrastructure, communications, collaboration, enabling services, information assurance and various customer-facing services.

As the Help Desk Analyst / 1st Line Support Engineer / IT Technician you will be working at the front-line of an expanding helpdesk team, supporting the established Service Management System, through ITIL-based processes and workflows.

Working as the Help Desk Analyst / 1st Line Support Engineer / IT Technician you will act as a first point of contact for IT support from all areas of the business. Taking ownership of the support requests you are able to address and escalate those tickets which you cannot. You will be fulfilling changes across the company for both local and remotely based users and will be supported by your team as you build and develop your knowledge and skillset.

Your ability to work with colleagues that are not familiar with IT terminology, together with your creativity and tenacity will be highly prized; one of your key priorities will be to make sure our colleagues understand the systems they use and the best ways of working with them.

As a successful candidate you will benefit from additional training (internal and external) to allow you to develop your knowledge and experience.



Your duties as the Help Desk Analyst / 1st Line Support Engineer / IT Technician include:

  • Provide technical support, answering support queries either onsite, via phone or email in accordance with ITIL best practices
  • Help ensure that all endpoints are patched and compliant with applicable standards and regulations
  • Set up and configure new laptops / mobile phones. Work with build images, manage build plans and ensure good configuration management
  • Diagnose and resolve technical faults both locally and remotely
  • Ensure that a high level of customer service and support is provided to all internal and external customers
  • Take ownership of the helpdesk tickets allocated to you and escalate those tickets as required
  • Share responsibility for managing backups and tape rotation
  • Maintain the IT asset database and ensure that it is kept up to date
  • Set up new user accounts in AD and their associated mailboxes
  • Support and maintain laptops with Microsoft operating systems
  • Attend internal and external training courses when required



  • As a visible and accessible point of contact for our internal customers, it is essential that you have a ‘can-do’ attitude and have an aptitude for working in a customer facing or service environment
  • You will need to manage your own workload as delegated through the helpdesk, but also be proactive in identifying those tickets that fit with your skillsets and experience
  • Experience and knowledge of MS Windows 10 and O365 would be beneficial along with experience in the management of mobile devices with Android and IOS
  • Working well independently and as part of a team, you will be a problem solver at heart, able to bring to bear a structured approach with good diagnostic and logical abilities



  • 30 days paid holiday plus 8 days Bank Holidays per year
  • Uncapped Leave Scheme (upon successful completion of probation period)
  • Company provided private medical and dental insurance
  • Annual Profit and Performance Related Pay scheme.
  • Death in service benefit (£100,000)
  • Company contributions into a Group Personal Pension Scheme
  • Business travel insurance
  • Funded role specific training and financial assistance with Professional Development
  • Tax efficient Cycle to Work and Charitable Giving schemes
  • Tax efficient EV company car scheme



To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.


Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in Lincoln, Lincolnshire, East Midlands            . Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.

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