Salary: £45,000 - 45,000 per year Requirements: Experience in IT support/problem management in a professional office environment Strong troubleshooting and analytical skills with excellent attention to detail Genuine passion for root-cause analysis and long-term issue eradication Customer-centric mindset with great communication skills (in-person, phone, email, chat) Knowledge of Windows Server, Active Directory/AAD, Azure/O365 environments Ability to prioritise effectively and take full ownership of tasks Collaborative team player who supports others and champions continuous improvement Microsoft certifications or ITIL qualifications are advantageous but not essential Responsibilities: Own and lead Problem Management & Known Error activities within SLA and KPI timeframes Act as a 2nd/3rd-line escalation point for technical service issues while adhering to change and configuration management processes Troubleshoot application-specific, hardware, and endpoint problems Provide support across Windows, Azure Virtual Desktop, Office 365, Active Directory/AAD as part of problem management activities Design automation to improve processes and reduce recurring incidents Maintain and update the internal Knowledge Base for Problems, Known Errors, and Workarounds Support end-user computing (EU devices, mobile, printers) as part of problem investigations Collaborate with the Head of Technical Services and wider IT teams to drive operational excellence Technologies: Active Directory Azure Cloud Hardware Support ITIL Mobile Office 365 Windows More: We are a forward-thinking organization that invests heavily in technology, automation, and service excellence. As our Lead Problem Analyst/Manager, you will play a high-impact role in driving stability, performance, and continuous improvement across a modern, cloud-centric IT environment. We offer ongoing career development and training in addition to an enviable benefits package. last updated 17 week of 2026