IT Support Analyst – Hybrid (3 days onsite)

About the role

We are looking for an IT Support Analyst to join the internal technology team of a leading professional services organisation. The role provides first‑line and second‑line technical assistance to employees, ensuring smooth operation of IT services while delivering excellent customer service.

Key responsibilities

• Provide phone, email, remote and in‑person support for hardware, software, OS and peripheral issues.
• Manage the full ticket lifecycle: logging, prioritising, troubleshooting, resolution and escalation.
• Administer user accounts, including onboarding, off‑boarding, password resets and access requests.
• Configure, deploy and maintain laptops, mobile devices and related end‑user technology.
• Support mobile device management, endpoint management and collaboration platforms such as Teams and Zoom.
• Maintain accurate technical documentation and contribute to knowledge‑base improvements.
• Collaborate with infrastructure, security and wider IT teams to ensure efficient service delivery.
• Participate in service‑improvement initiatives and help meet SLA targets.

Required profile

• Minimum 2 years experience in IT Support, Service Desk or Desktop Support.
• Experience in a corporate or professional‑services environment.
• Strong communication and customer‑service skills.
• Bachelor’s degree or equivalent qualification in IT, Computer Science or related field.

Required skills

• Microsoft Windows operating systems.
• Microsoft 365 applications and services.
• IT service management tools and ticketing systems.
• Mobile Device Management platforms (e.g., Microsoft Intune).
• Microsoft Azure cloud services.
• ITIL service‑management framework.
• Collaboration tools such as Microsoft Teams and Zoom.
• Endpoint management, device provisioning and automated deployment processes.