Information Technology Support Analyst

We’re looking for a motivated 1st Line IT Support Technician to join our growing support team at The HBP Group.

This is a fantastic opportunity for someone who enjoys helping people, solving problems and learning new technologies. You’ll be part of a friendly, fast paced service desk team supporting hundreds of businesses across the UK.

You’ll be the first point of contact for customers, helping resolve IT issues, logging tickets and troubleshooting across Microsoft environments, desktops, networking and business applications. When issues require deeper investigation, you’ll work closely with our 2nd Line engineers to ensure customers receive a fast and effective resolution.

If you’re looking to build your technical skills, gain exposure to modern technologies and grow your career in IT, this is a great place to start.

What You'll Be Doing

• Acting as the first point of contact for IT support requests via phone, email and ticketing systems
• Logging, categorising, and prioritising support tickets accurately
• Troubleshooting and resolving 1st line technical issues across customer environments
• Escalating more complex issues to 2nd Line engineers with clear documentation
• Ensuring support requests are handled within agreed SLAs and KPIs
• Delivering a friendly, professional, and high quality customer support experience

Technical Knowledge You’ll Build On

You’ll bring a working knowledge of the following technologies, gained through previous IT support experience. We’ll support you in building on this foundation as you troubleshoot customer issues and develop your technical skills:

• Microsoft 365 / Office 365 , including Entra ID / Azure AD, Exchange, SharePoint and Teams
• Windows desktop environments
• Windows Server , including Active Directory, DNS, DHCP and file services
• Networking technologies , including wired, wireless and firewall connectivity
• Security technologies , including MFA, encryption, antivirus and endpoint protection

What We're Looking For

• Around 1+ year experience in an IT support role
• A genuine passion for IT and technology
• Strong organisation and communication skills
• A friendly, approachable, can-do attitude
• The ability to troubleshoot problems quickly and efficiently
• Good commercial awareness and understanding of customer impact

Desirable Experience

(Not essential but beneficial)

• Experience using HaloPSA or similar service desk platforms
• Exposure to Remote Monitoring & Management (RMM) tools
• Understanding of SLAs, KPIs and service desk processes
• Experience working in a fast-paced MSP or support environment

Why Join The HBP Group?

• Join a supportive and collaborative service desk team
• Gain exposure to modern Microsoft technologies and customer environments
• Excellent opportunity to develop your technical skills and grow your IT career

We’ve also got some great benefits, which we’re happy to discuss with you during the recruitment process.

Additional Information

A full job description is available on request and will be provided to shortlisted candidates.

Apply Now

If you're looking to develop your IT career in a supportive MSP environment, this could be a fantastic opportunity and we'd would love to hear from you.

Closing Date: 13th November 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.