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 support to employees, ensuring smooth operation of IT services across a hybrid working environment (three days onsite).

Key responsibilities

• Provide first‑line and second‑line technical support via phone, email, remote tools and in‑person.
• Diagnose and resolve hardware, software, operating system and peripheral issues.
• Manage the full lifecycle of support tickets, including logging, prioritisation, troubleshooting, resolution and escalation.
• Support user account administration – onboarding, off‑boarding, password management and access requests.
• Configure, deploy and maintain laptops, mobile devices and related end‑user technology.
• Assist with mobile device management and endpoint support.
• Provide support for collaboration platforms, video‑conferencing solutions and hybrid meeting environments.
• Maintain accurate technical documentation and contribute to knowledge‑base resources.
• Work closely with infrastructure, security and wider IT teams to ensure efficient service delivery.
• Participate in service‑improvement initiatives and help meet agreed service levels.

Required profile

• Minimum 2+ years experience in IT Support, Service Desk or Desktop Support.
• Experience in a corporate, professional services or fast‑paced commercial environment.
• Bachelor's degree or equivalent qualification in IT, Computer Science or related field.
• Strong communication and customer‑service skills.
• Ability to manage multiple priorities and work both independently and as part of a team.

Required skills

• Microsoft Windows operating systems
• Microsoft 365 applications
• Hardware, software and networking troubleshooting
• IT service management tools and ticketing systems
• Microsoft Intune or other MDM platforms
• Microsoft Azure administration (basic)
• ITIL framework knowledge
• Collaboration tools such as Microsoft Teams and Zoom
• Endpoint management, device provisioning and automated deployment processes