IT Support Analyst - Automation, Service Improvement A Role for Someone Who Wants More Than 'Just Helpdesk' This is an opportunity to join a fast-scaling organisationas an IT Support Analyst where technology is at the centre of how the business operates. The company has grown X4 in just a few years - which means a LOT of change, modernisation, and interesting problems to solve. If you enjoy IT Support work but also want the freedom to improve things, automate processes, build smarter workflows, and spot patterns before they become issues, this role is built for you. What You'll Be Doing Acting as the initial point of contact and resolving as much as possible (avg. ~20 tickets per day). Making sure tickets never sit untouched Handling password resets, access requests, distribution lists, new starters and leavers, equipment bookings Triage business application issues (e.g., case management / practice systems) and pass them to the specialist applications team when needed. Identifying recurring issues and turning them into clear, practical knowledge-base articles. Using automation where it makes sense e.g., workflows, catalogue items, or Power Automate. Supporting technology rollouts and helping colleagues get the most out of cloud tools and Microsoft 365 Communicating 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 - people join and stay because there's always something new happening. Cloud-first transformation. The business is migrating fully into the cloud, meaning modern platforms, not legacy firefighting. You won't be held back. If you see a faster workflow, a way to automate a request, or a better process, you're encouraged to build it. Huge exposure from day one. You'll interact with every part of the organisation, including teams integrating from newly acquired firms. Genuine impact. Your work 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. Someone curious: you want to understand the root of an issue, not just close the ticket. Comfortable with ITIL-style processes. Bonus points if you've used Freshservice or worked in professional services, but neither is essential. South London - 5-days a week in the office IT Support Analyst - Automation, Service Improvement