Who we are looking for:

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.

Key Responsibilities:

End User Support

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

User & Access Management

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

Hardware & Asset Management

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

Systems & Applications Support

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

IT Operations & Security

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

Key Performance Indicators:

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

Experience:

Essential

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

Desirable

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 Person

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

Skills and Knowledge:

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

This is a Full-Time position where you will be required to work 37.5 hours per week, Monday – Friday.

Company Benefits:

In return for your hard work and commitment we will offer:

Core Benefits

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

Additional Benefits

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

*Benefits may be subject change.

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