We have an exciting opportunity for an IT Service Support Analyst to join a growing IT team. This role is ideal for someone early in their IT career, such as a graduate or junior support analyst, who’s keen to build hands-on experience across IT service operations and support.
As part of the Service Delivery team, you’ll play a key role in supporting internal users, helping to maintain high service standards, and contributing to the smooth running of our IT services.
Key responsibilities as the IT Service Support Analyst:
1. Provide high-quality support to internal teams across hardware, software, and IT services.
2. Work closely with internal IT colleagues, business users, and third-party suppliers to support day-to-day operations.
3. Monitor supplier performance and assist in service reviews.
4. Support reporting, documentation, and ongoing improvements to IT service delivery.
5. Assist in managing user expectations and ensure clear communication during incidents or service changes.
6. Contribute to the management of Major Incidents and participate in Problem and Change Management processes.
7. Help maintain and improve ITSM tools and workflows.
8. Support wider IT service delivery tasks as needed, including service escalations and reporting.
Essential skills for the IT Service Support Analyst:
9. A strong communicator who is confident engaging with colleagues at all levels.
10. Organised, proactive, and able to work independently to resolve issues and meet SLAs.
11. A natural problem-solver with a “can-do” attitude and a calm, professional manner.
12. Someone with a keen interest in IT operations and support, who is eager to learn and grow.
13. Able to write clear documentation, procedures, and knowledge base articles.
14. A friendly and enthusiastic team player who takes pride in delivering great service.
Desirable (but not essential):
15. Knowledge of Windows, Office 365, and Active Directory.
16. Understanding of ITSM tools such as Supportworks or similar.
17. Familiarity with ITIL principles and processes.
18. Experience using reporting tools like Power BI.
Apply now for the IT Service Support Analyst to kick-start your IT career — we’d love to hear from you!