IT Support Analyst
Role details
Job location
Tech stack
Job description
This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about helping users get the most from their technology. You will play a key part in delivering first-line and second-line technical support while ensuring a smooth and efficient IT experience for our customers., As an IT Support Analyst, you will be responsible for handling day-to-day technical support requests, resolving issues efficiently, and escalating more complex incidents when required. You will work closely with internal teams and clients, offering clear communication and a positive support experience at every touchpoint.
Your role will involve troubleshooting hardware, software, networks, and cloud-based environments, as well as assisting with installations, updates, and ongoing maintenance tasks. You will contribute to documentation and help improve internal support processes as the team continues to grow.
Key ResponsibilitiesTechnical Support
- Provide first- and second-line support across desktops, laptops, mobile devices, and peripherals.
- Troubleshoot issues related to Microsoft Windows, Office 365, networks, connectivity, and common business applications.
- Respond to support tickets, calls, and emails, ensuring timely and accurate resolution.
- Install, configure, and update hardware and software as required.
- Assist with user account administration and access management.
Customer Service & Communication
- Deliver excellent customer service, ensuring users feel supported and understood.
- Communicate technical information in a clear, friendly, and approachable manner.
- Escalate complex issues to senior engineers while maintaining ownership until resolved.
Maintenance & Documentation
- Support routine system checks, updates, and preventative maintenance tasks.
- Maintain accurate records of support requests and technical procedures.
- Contribute to the improvement of knowledge bases and internal processes.
Requirements
Do you have experience in Windows?, You will be an organised and motivated IT support professional who takes pride in delivering high-quality service. You should feel comfortable troubleshooting a variety of technical issues and enjoy engaging with users of all technical levels. A positive attitude, strong communication skills, and a willingness to learn are essential.
Essential Skills & Experience
- Previous experience in an IT support or service desk role.
- Good understanding of Microsoft Windows operating systems and Office 365.
- Strong troubleshooting skills across hardware, software, and basic networking.
- Ability to prioritise tasks and manage multiple support requests simultaneously.
- Excellent verbal and written communication skills.
- Customer-focused mindset with a proactive approach to problem-solving.
Desirable Skills
- Experience with Active Directory, Azure AD, or Exchange administration.
- Familiarity with remote support tools or IT ticketing systems.
- Basic understanding of cloud technologies or virtualised environments.
- Relevant IT certifications (CompTIA A+, Microsoft, etc.).
Benefits & conditions
- Competitive salary dependent on experience.
- 25 days annual leave plus bank holidays.
- Pension scheme.
- Ongoing training and career development opportunities.
- Supportive working environment with a strong team culture.
- On-site role in Belfast with opportunities to visit client sites when required.
Job Types: Full-time, Permanent
Pay: £46,000.00-£52,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Sick pay
- Work from home
