Job Title : IT Support Analyst Location : Maidenhead, United Kingdom Employment Type : Full-Time Experience Required : 5 years Reports to : IT Service Desk Lead Summary : We are seeking a highly skilled and experienced IT Support Analyst with a strong background in customer service, technical support, and enterprise application support. The ideal candidate will have at least five years of experience in a Service Desk, Helpdesk, or IT Support environment and possess excellent communication and problem-solving skills. The role will involve providing first-line and second-line support across a broad range of technologies, including Microsoft 365, ERP systems, CRM platforms, cloud-based applications, Python-based tools and automations, business applications, and end-user computing environments. Experience with ITIL practices and ITSM tools such as ServiceNow is essential. The successful candidate will be responsible for supporting users, troubleshooting technical and application issues, managing incidents and service requests, and ensuring a high level of customer satisfaction through effective and timely resolution of IT-related problems. Requirements 1. Customer Service: Provide exceptional customer service by addressing IT-related queries and issues via phone, email, chat, in-person, and self-service portals. Ensure all interactions are handled professionally and empathetically to maintain high customer satisfaction. Build strong relationships with business users and stakeholders across multiple departments. 2. Technical Support: Provide first-line and second-line technical support for end users across hardware, software, Microsoft 365, ERP platforms, CRM systems, cloud applications, Python-based tools, and other business-critical systems. Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, software applications, network connectivity, and enterprise applications. Support users with Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint, and Power Platform components. Assist users with ERP solutions, finance systems, HR platforms, collaboration tools, and other enterprise software applications. Support and troubleshoot integrations between business systems and applications where required. Assist with user account administration, identity and access management, password resets, onboarding, offboarding, and software provisioning activities. Support automation and reporting solutions developed using Python, PowerShell, or similar scripting technologies. Work with internal development, infrastructure, security, and business teams to resolve application-related incidents and service requests. Escalate complex technical issues to appropriate teams and vendors while ensuring effective communication and timely resolution. Maintain accurate documentation of incidents, troubleshooting activities, solutions, and known errors within the ITSM platform. 3. Communication: Communicate effectively with technical and non-technical users at all levels of the organisation. Provide regular updates regarding incident progress, service requests, and problem resolution activities. Create and maintain user guides, knowledge articles, and support documentation. 4. Attention to Detail: Ensure incidents, requests, and changes are logged accurately with complete information. Follow established IT support, security, and operational procedures. Perform thorough troubleshooting and root cause analysis to identify and resolve issues effectively. 5. Problem Solving: Apply strong analytical and troubleshooting skills to diagnose and resolve technical and application-related issues. Research, test, and implement solutions using available tools and resources. Identify recurring issues and recommend service improvements, automation opportunities, and preventive measures. 6. Teamwork: Collaborate closely with infrastructure, security, application support, development, and business teams. Participate in knowledge-sharing sessions and continuous improvement initiatives. Support colleagues during high-demand periods and contribute to cross-training activities. 7. Service Desk & Operations Support: Manage incidents and service requests in accordance with agreed SLAs and operational procedures. Prioritise workloads effectively in a fast-paced support environment. Maintain a professional and customer-focused approach during high-pressure situations. 8. ITIL and ITSM: Utilize ITIL best practices to manage incidents, service requests, problems, changes, and service improvements. Use ITSM platforms such as ServiceNow, Jira Service Management, Zoho Desk, or equivalent solutions to manage support activities. Contribute to service reporting, trend analysis, and continuous service improvement initiatives. Required Qualifications: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent industry experience. Minimum of 5 years' experience in an IT Service Desk, Application Support, Helpdesk, or Technical Support environment. ITIL Foundation certification or strong knowledge of IT Service Management best practices. Experience using ITSM platforms such as ServiceNow, Jira Service Management, Zoho Desk, Freshservice, or equivalent. Strong working knowledge of Microsoft 365, Windows operating systems, and enterprise productivity tools. Experience supporting business applications such as ERP, CRM, finance, HR, project management, and cloud-based systems. Familiarity with scripting, automation, or data processing tools such as Python, PowerShell, or similar technologies. Excellent verbal and written communication skills. Strong analytical, troubleshooting, and problem-solving abilities. Ability to work independently and collaboratively within cross-functional teams. Preferred Qualifications: Microsoft 365, Azure, ITIL, or related technical certifications. Experience supporting ERP platforms such as SAP, Oracle, Microsoft Dynamics 365, NetSuite, or equivalent systems. Experience with CRM platforms such as Salesforce, Dynamics 365 CRM, HubSpot, or similar solutions. Knowledge of cloud platforms such as Microsoft Azure or Amazon Web Services (AWS). Experience with automation, reporting, and scripting tools including Python and PowerShell. Experience working within a Managed Service Provider (MSP), enterprise IT environment, or IT service provider organisation.