1st Level IT Support Analyst

About the Team

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

Your responsibilities

What will I be doing?

Serve as the first point of contact for users experiencing technical issues with hardware, software, or network systems.
Troubleshoot and resolve basic technical issues, including software errors, connectivity problems, and printer malfunctions.
Provide technical assistance and support to end-users via phone, email, or in person across multiple locations.
Support and manage various Microsoft 365 issues and assist in deploying and maintaining hardware and software systems.
Utilize Intune and other management tools to manage and maintain devices effectively.
Track and manage service requests using the ticketing system.
Escalate complex issues to higher-level IT support staff or other teams as necessary.
Maintain and update IT documentation, including knowledge base articles and FAQs.

Your profile

What skills do I need?

A basic understanding of computer systems, hardware, software, and network infrastructure.
Proficiency in the Windows operating system.
Strong knowledge of Microsoft 365 and Azure.
Experience with device management tools like Intune is a plus.
Excellent troubleshooting and problem-solving skills.
A calm and composed approach to handling user incidents with firmness and professionalism.
Exceptional attention to detail and strong communication skills.
The ability to work independently and take initiative.
A self-motivated, reliable, flexible, and enthusiastic mindset.

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