1st Line IT Support Analyst

- Act as the first point of contact for IT queries, providing responsive support via phone, email, and in person. - Diagnose and resolve a variety of hardware and software issues, handling both 1st and selected 2nd line incidents. - Log and manage tickets accurately, ensuring timely progress updates and resolutions. - Participate in a structured weekend and on-call rota to support retail and logistics operations. - Support day-to-day activity within our growing Azure environment, with opportunities to gain AWS exposure. - Assist with the organisations migration from on-premise infrastructure to cloud platforms. - Manage user accounts, password resets, access permissions, and identity issues using Microsoft Entra ID and Microsoft 365. - Install, configure, and maintain software, hardware, end-user devices, and business-critical systems. - Provide support for retail EPOS hardware and Microsoft Navision to ensure operational continuity. - Conduct regular updates and preventative maintenance, ensuring system stability and security. - Maintain accurate records of IT assets, procedures, and configurations. - Create and update user guides, knowledge base articles, and documentation. - Provide user training and best-practice guidance. - Work collaboratively with Store Teams, Area Managers, Profit Protection, IT Operations, and external partners.