IT Support Analyst

The IT Support Analyst is responsible for providing first- and second-line technical support to the business, ensuring that end-users are able to work effectively and securely.The role supports day-to-day IT operations, user onboarding/offboarding, hardware and software support, and contributes to ongoing IT improvements and change initiatives.

This position plays a key role in maintaining a reliable, responsive IT service across the organisation.

• Provide 1st and 2nd line technical support for desktops, laptops, mobile devices, and peripherals across the business
• Diagnose and resolve hardware, software, and connectivity issues efficiently while maintaining a high standard of customer service
• Log, prioritise, and manage incidents and service requests via the IT service desk

• Manage user onboarding and offboarding processes
• Administer user accounts, permissions, and group memberships across core systems
• Ensure access controls and user permissions comply with company security and compliance policies

• Provision, configure, and deploy laptops, desktops, and mobile devices for new and existing users
• Maintain accurate records of IT assets, licences, and equipment allocation
• Coordinate hardware repairs, replacements, and warranty returns with suppliers

• Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive
• Assist with business applications and liaise with third-party suppliers as required
• Support routine system updates, patching, and maintenance activities

• Assist with IT projects, system upgrades, and process improvements
• Create and maintain user guides, FAQs, and internal IT documentation
• Support IT security best practices, device security, and escalation of potential security incidents

• Incident resolution within SLA, with a strong first-time fix rate
• User satisfaction score based on service desk feedback
• Accuracy and timeliness of onboarding/offboarding and access changes

• Proven experience in an IT support or service desk role
• Strong knowledge of Windows operating systems and Microsoft 365
• Experience supporting end-user hardware and software in a business environment
• Excellent problem-solving and communication skills
• Ability to manage multiple requests and prioritise effectively

• Experience with Active Directory / Entra ID user administration
• Familiarity with IT service management tools (e.g. ticketing systems)
• Exposure to device management tools (e.g. Intune or similar)
• Experience supporting users during IT change or migration activities

The successful candidate will be able to demonstrate the following attributes:

• Customer-focused with a helpful, professional approach
• Organised and detail-oriented
• Comfortable working independently as well as part of a small IT team
• Willing to learn and adapt as systems and business needs evolve

• Relevant IT certifications (e.g. CompTIA A+, Network+, Microsoft 365 or Azure Fundamentals, ITIL Foundation)
• Formal IT qualification such as an HNC/HND or degree in IT, Computing, or a related discipline
• Vendor or platform training in areas such as endpoint management, Microsoft 365 administration, or IT service management tools

• Competitive salary
• Company Pension Scheme
• 30 days holiday including Bank Holidays, rising 1 day per year (up to 33)
• Enhanced Pension
• Enhanced Maternity & Paternity
• Learning & Development Funding
• Life Insurance

• Health & Wellbeing Hub (including EAP)
• Long Service Awards
• Staff Travel Discounts
• Company social events
• Employee Discounts Platform
• Eye Care eVouchers
• Friendly working atmosphere
• On-site parking
• Casual dress code