IT Support Analyst

About the role

Our client, a leading professional services organisation, is looking for an IT Support Analyst to join their internal technology team. The role provides first‑line and second‑line technical support to employees, ensuring smooth operation of IT services in a hybrid working environment.

Key responsibilities

• Provide first‑line and second‑line support via phone, email, remote tools and on‑site visits.
• Diagnose and resolve hardware, software, operating system and peripheral issues.
• Manage the full ticket lifecycle: logging, prioritisation, 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.
• Assist with mobile device management and endpoint support.
• Support collaboration platforms, video‑conferencing solutions and hybrid meeting environments.
• Maintain accurate technical documentation and contribute to knowledge‑base resources.
• Collaborate 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.
• Strong knowledge of Microsoft Windows operating systems and end‑user computing.
• Experience supporting Microsoft 365 applications and related services.
• Proven troubleshooting skills across hardware, software, networking and user‑access issues.
• Familiarity with IT service‑management tools and ticketing systems.
• Understanding of service‑delivery principles and SLA adherence.
• Excellent 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 and software troubleshooting
• Basic networking concepts
• IT service‑management tools and ticketing systems
• Microsoft Intune (MDM) – desirable
• Microsoft Azure – desirable
• ITIL framework – desirable
• Collaboration platforms such as Microsoft Teams and Zoom