IT Support Analyst - Automation, Service Improvement
Join us at WMDO - World Medical Device Organization as an IT Support Analyst where technology is at the core of our business. Our company has grown fourfold in just a few years, bringing continuous change, modernization, and exciting challenges.
This role is ideal for someone who wants more than just traditional helpdesk duties. If you enjoy IT support but also desire the freedom to improve processes, automate workflows, and anticipate issues, this role is built for you.
What you'll be doing
* Act as the initial point of contact, resolving approximately 20 tickets per day.
* Ensure tickets never sit untouched.
* Handle password resets, access requests, distribution lists, new starters, leavers, and equipment bookings.
* Triage business application issues (e.g., case management/practice systems) and hand them to the specialist team when needed.
* Identify recurring issues and transform them into clear, practical knowledge‑base articles.
* Use automation when appropriate (workflows, catalog items, Power Automate).
* Support technology rollouts and help colleagues get full benefits from cloud tools and Microsoft 365.
* Communicate simply, clearly, and empathetically.
Why this role stands out
* Massive growth in the business = real career longevity. Average tenure in the tech team is 7+ years.
* Cloud‑first transformation with modern platforms, no legacy firefighting.
* You’re encouraged to build faster workflows and better processes.
* Huge exposure from day one across all organisational units, including integration with newly acquired firms.
* Genuine impact; your work directly shapes how hundreds of people experience technology every day.
What we're looking for
* Experience in IT support, service desk, or a similar user‑facing role.
* Strong knowledge of Microsoft 365 and Windows 10/11 environments.
* A service‑first mindset – friendly, calm, clear, and solution‑focused.
* Curious, wanting to understand root causes, not just close tickets.
* Comfortable with ITIL‑style processes.
* Bonus: experience with Freshservice or professional services (not essential).
Location: South London – 5 days a week in the office.
Salary range: £25‑£31.25 (London) – £38‑£40k (London). (Remains flexible based on role and experience.)
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