Support Desk Analyst – Irlam, Manchester

The Role

To ensure the Freedom Fibre team receives a quality, efficient and customer-focused IT Service. You will work closely with the Enterprise IT Manager to implement and provide an efficient IT service desk, ensuring we deliver a quality service to our end users. You will be the first point of contact for the IT service desk and the first escalation point to our internal colleagues for any IT support related issues.

Responsibilities Include:

  • Managing service desk request, responding to our clients and providing support ticket resolutions

  • Troubleshooting hardware and software issues, upgrading, Installing, and maintaining computer peripherals

  • Assist with the development of our SLA’s, ensuring all support incidents are resolved in a timely and efficient manner

  • Working with the HR team to ensure new starters are provided with all the hardware and applications required to ensure a positive onboarding experience

  • Managing the colleague leaver process, ensuring we remain secure, current, and up to date

  • Providing insight to the Enterprise IT Manager and suggesting improvements that can be made to the IT service and processes

  • Performing administration of the corporate Active Directory, Office 365 and InTune device management systems

Reporting to

Enterprise IT Manager

Experience & Qualifications

  • Relevant university degree (desirable)

  • Experience or desire of working in a busy modern IT environment

  • Experience of working with Azure Active Directory/365, Endpoint protection/InTune

  • Experience of using key apps such as Teams/Sharepoint/Forms would be advantageous

  • Good understanding of Microsoft operating systems and key applications including Windows 10/11 and Microsoft 365

  • Good troubleshooting skills with the ability to acquire the understanding of a problem or situation quickly

  • Problem solving skills

  • Clear written and verbal communication

  • Methodical approach

  • Attention to detail

Personal Attributes

  • A positive “can-do”, customer focused mindset is absolutely crucial to fit within our Enterprise IT core values

  • Attention to detail

Our Ideal Fit

Someone who is a team player and willing to get their sleeves rolled up from time to time in order to take this business from what is a start-up, to one that is an industry leader.

Working with Freedom Fibre

We operate in a relaxed and industrious atmosphere, you’ll be encouraged to speak out and contribute where ever you feel you have something to offer. Our offices are open from 07:00 through to 19:00 and we are happy to be flexible with working hours so you can enjoy a relatively stress-free commute or work from home to create the best possible work-life balance that suits you and Freedom Fibre.

We offer an attractive package including bonus, generous pension, private healthcare and flexible working along with other benefits.

Freedom Fibre is an Equal Opportunity Employer

We are committed to being a successful, caring and welcoming place for all employees.

Place of Work

The place of work will be our offices in Irlam, near Manchester.



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