Job Description
We are seeking a proactive and customer-focused IT Support Analyst to deliver high-quality end-user support across the organisation. The role is a key part of the IT Operations team and is responsible for ITIL-aligned incident and service request handling, endpoint configuration and support, basic Microsoft 365 / Entra ID administration, and maintaining excellent technical documentation.
This role is well suited to someone who enjoys problem solving, takes ownership of issues through to resolution, and values clear communication with both technical and non-technical users.
Job Requirements
Skills and Experience
* 2 years previousexperience in a 1st or 2nd line IT support or service desk role.
* Strong working knowledge of Windows 10/11 and macOS support and troubleshooting.
* Experience supporting Microsoft 365 applications and services.
* Basic working knowledge of Entra ID / Active Directory user and group administration.
* Understanding of ITIL incident and request management processes.
* Good foundational knowledge of networking concepts such as TCP/IP, DNS, DHCPand Wi-Fi.
* Excellent written and verbal communication skills.
* Strong documentation skills with a disciplined approach to ticket updates and closure notes.
* Ability to prioritiseworkload and manage multiple tickets simultaneously.
Desirable Experience
* Experience using ITSM / service desk platforms ( e.g.ConnectWise,ServiceNow, Jira or similar)
* Exposure to Microsoft Intune or other mobile device management platforms.
* Basic familiarity with endpoint security tools.
* ITIL Foundation or Microsoft Fundamentals certifications (or willingness to obtain).
Job Responsibilities
* Act as a primary escalation point for 1st / 2nd line incidents and service requests via the service desk, phone, emailand collaboration tools.
* Log, categorise,prioritiseand resolve incidents and requests in line with ITIL best practices and agreed service levels.
* Provide technical support for Windows and macOS laptops and desktops, including troubleshooting hardware, OSand application issues.
* Configure, deployand support laptops, desktops and mobile devices (iOS and Android), including new starters and leavers.
* Install, configureandmaintainstandard business applications and endpoint security tooling.
* Perform basic Microsoft 365 and Entra ID administration, including user account creation, password resets, group membershipand access troubleshooting.
* Support common Microsoft services such as Outlook, Teams, OneDriveand SharePoint.
* Troubleshoot basic networking issues including Wi-Fi connectivity, DNS, DHCPand VPN access.
* Escalate complex or unresolved issues to senior engineers or third-party suppliers with clear handover documentation.
* Maintain accurateincident,resolutionand root-cause documentation within the service desk platform.
* Create and update knowledge base articles, user guidesand standard operating procedures.
* Assist with asset management activities including device tracking, refresh, return and secure disposal.
* Adhere to IT security policies and report suspected security issues or incidents promptly.
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