IT Support Analyst – Hybrid (3 days onsite)

About the role

We are looking for an IT Support Analyst to join a leading professional services organisation. The role is hybrid, requiring three days on‑site each week, and focuses on delivering high‑quality technical support to internal users.

Key responsibilities

• Provide first‑line and second‑line support via phone, email, remote tools and in‑person.
• Diagnose and resolve hardware, software, OS and peripheral issues promptly.
• Manage the full ticket lifecycle – logging, prioritising, troubleshooting, resolution and escalation.
• Handle user account administration, 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 (Teams, Zoom, video conferencing).
• 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 uphold SLA commitments.

Required profile

• Minimum 2 + years experience in IT Support, Service Desk or Desktop Support.
• Experience in a corporate or fast‑paced professional services environment.
• Strong knowledge of Microsoft Windows operating systems and end‑user computing.
• Proven ability to troubleshoot hardware, software, networking and user‑access issues.
• Familiarity with IT service management tools and ticketing systems.
• Excellent communication and customer‑service skills.
• Ability to manage multiple priorities independently and as part of a team.

Required skills

• Microsoft Windows
• Microsoft 365
• IT service management tools / ticketing systems
• Microsoft Intune (or other MDM platforms)
• Microsoft Azure (basic administration)
• ITIL framework knowledge
• Collaboration tools: Microsoft Teams, Zoom