IT Support Specialist resume example

IT Support Specialist CV example from Birmingham: 2nd line support for 650 staff, 96% of SLAs met, 420 devices in Intune and 30% fewer password tickets.

Cover letter for this role

Jamal Osei

2nd Line IT Support Analyst | Microsoft 365, Intune and Active Directory

Birmingham2 years of experience

Summary

IT Support Analyst with 2 years on 1st and 2nd line, first at a managed service provider and now in-house at a housing association. Resolves Microsoft 365, Intune, Active Directory and network issues for 650 staff, and writes knowledge base articles so the same problem is not solved twice. CompTIA A+ and ITIL 4 Foundation certified.

Experience

IT Support Analyst (2nd Line)May 2025 - Present

Brindley Housing Trust

  • Resolve 25 to 35 tickets a day for 650 staff across 5 offices and field teams, meeting 96% of SLA targets.
  • Enrolled 420 laptops and phones in Intune during a device refresh completed 3 weeks ahead of plan.
  • Wrote 45 knowledge base articles; password and MFA tickets dropped by about 30% after the self-service guides went live.
  • Manage user accounts, groups and licences in Active Directory and Microsoft 365 for starters and leavers.
  • Support 2 new 1st line analysts during their first months on the desk.
IT Service Desk Analyst (1st Line)Sep 2024 - Apr 2025

Kestrel IT Solutions

  • Handled 35 to 45 calls and tickets a day for 30 small business clients.
  • First-time fix rate of 71%, above the team target of 65%.
  • Set up new users, printers and Wi-Fi on site for clients across the West Midlands.

Skills

  • Microsoft 365 Administration
  • Microsoft Intune
  • Active Directory and Entra ID
  • Windows 10 and 11
  • ServiceNow and Freshservice
  • Networking Basics (DNS, DHCP, VPN)
  • Hardware Troubleshooting
  • Remote Support
  • Knowledge Base Writing
  • ITIL Incident Management

Certifications

  • CompTIA A+
  • ITIL 4 Foundation
  • Microsoft 365 Certified: Fundamentals (MS-900)

Education

BTEC Level 3 Extended Diploma in Information Technology, South and City College Birmingham, 2024

Fictional candidates and employers. Any resemblance to a real person or company is coincidental.

Now for your own experience and a real posting

Jobiko writes a resume and a cover letter from what you have actually done, for the posting you choose, and shows you both before anything is sent.

Build my resume →

What hiring managers check first

Support line and volume

Say whether you work on 1st, 2nd or 3rd line, and how many tickets and users you support.

Microsoft stack skills

Most UK employers run Microsoft 365, Intune and Active Directory. Name what you administer.

SLA and fix rates

Service desk managers track these closely. Quote your figures and targets.

Initiative

Knowledge base articles, scripts or projects like device rollouts show you are ready to progress.

Keywords the applicant tracking system matches

  • IT Support
  • 2nd Line Support
  • Service Desk
  • Microsoft 365
  • Intune
  • Active Directory
  • Windows 11
  • ITIL
  • SLA
  • Ticketing
  • Troubleshooting
  • CompTIA A+

Use the ones that are true of you, in the words the posting uses.

Mistakes to avoid

  1. A long list of every system you have touched

    Keep your skills to what you could handle on day one. Interviewers will test them.

  2. Ignoring customer service

    Support is a people job. Mention satisfaction scores or feedback if you have them.

  3. No certifications

    At junior level, CompTIA A+, ITIL Foundation or a Microsoft fundamentals exam helps you get shortlisted.

Questions

How long should an IT support CV be in the UK?
One to two pages. With 2 years of experience, one full page is usually enough.
Do I need a degree for IT support?
No. Many analysts start with a BTEC, an apprenticeship or certifications such as CompTIA A+.
How do I move from 1st to 2nd line?
Take ownership of harder tickets, learn tools like Intune and Active Directory, and document fixes. A project such as a device rollout helps a lot.

More examples

← All resume examples