IT Support Analyst

Key Responsibilities

• Utilise the IT Service Desk to log, triage, prioritise and resolve incidents and service requests within agreed SLAs.
• Provide desk-side (concierge) and remote support for laptops, mobiles, peripherals and standard applications.
• Set up and maintain user accounts, access and group membership across Active Directory/Azure AD and related services, following joiner/mover/leaver processes.
• Build, configure and deploy laptops and mobile devices; manage enrolment and compliance using endpoint management tools (e.g., Autopilot, Intune/MDM).
• Support new-starter onboarding (equipment provisioning, account setup, IT induction) and offboarding (account disablement, asset recovery) in a timely and auditable manner.
• Maintain the IT asset register, ensuring accurate tracking of devices, warranties, and allocations.
• Support meeting rooms and AV, including video conferencing and hybrid meeting set-ups with internal and external attendees.
• Monitor endpoint health (antivirus, encryption, backup profiles) and support remediation of security vulnerabilities in line with the IT Security Policy.
• Escalate major incidents, outages and security concerns appropriately to infrastructure and cyber security teams, providing clear diagnostics and updates.
• Contribute to knowledge base articles, standard operating procedures and continual service improvement initiatives.
• Undertake other reasonable duties required to support business operations and strategic objectives.

Skills, Knowledge and Expertise

• Experience supporting Windows desktop environments (macOS support is a plus).
• Hands-on experience building and supporting laptops and mobile devices, including software deployment and troubleshooting.
• Strong working knowledge of Microsoft 365 (Office, Teams, SharePoint) and common collaboration practices.
• User account administration experience (Active Directory and/or Azure AD), including access management and good security hygiene.
• Practical understanding of networking fundamentals (DNS, DHCP, routing) and client VPN troubleshooting.
• Experience supporting AV and video conferencing in meeting rooms and live events.
• Ability to diagnose issues logically, communicate clearly with non-technical users, and manage workload against SLAs.

• Experience with ITSM tools (e.g., Freshservice/Freshdesk, ServiceNow or similar) and knowledge base management.
• Familiarity with Microsoft Intune, SCCM, Microsoft Defender and BitLocker.
• Experience with Zoom (Meetings, Rooms, Webinars) and/or Microsoft Teams Rooms.
• Exposure to Microsoft Azure services and identity/security concepts.
• Email security administration experience (e.g., Mimecast) is beneficial.

• Degree in Computing/Computer Science (or similar) is desirable; relevant equivalent experience will be considered.
• ITIL Foundation (or similar service management qualification) is desirable.

• Customer-focused, approachable and able to explain technical topics clearly.
• Organised and able to prioritise effectively in a busy service environment.
• Proactive problem-solver who takes ownership through to resolution.
• Calm under pressure, with good judgement on when and how to escalate.
• Collaborative, willing to learn, and open to change and continuous improvement.
• Committed to security, confidentiality and following agreed processes.

Benefits

• 9 day fortnight for everyone, every other Friday.
• 23.5 holiday entitlement for everyone, with pro-rata calculations for part-time employees, along with a Christmas shutdown period for additional days off.
• Competitive pension, up to 10% company contribution to help you save for your future.
• Two paid days of volunteering leave per year (pro-rata for part-time employees) to support charitable activities.
• Employee Assistance Programme (EAP) providing 24/7 confidential work/life support services to you and your immediate family members.
• Cycle to Work Scheme encouraging a healthy and sustainable commute.
• Cash Health Plan, offering reimbursement for a wide range of essential and everyday healthcare expenses, promoting your well-being.
• Payroll Giving scheme, allowing regular charitable contributions from pre-tax income, maximizing the impact of your donations.
• Discounts and offers from a wide variety of retailers, enhancing your purchasing power and providing savings opportunities.
• Mortgage Advice benefit, delivered in partnership with Charles Cameron & Associates – provides employees with free, expert mortgage advice and end-to-end mortgage support from the application process through to completion.