IT Support Analyst

What You Will Work On As an IT Support Analyst, you will be responsible for delivering timely and effective first-line technical support across the organisation. Your responsibilities will include:

• Providing first-level technical support to end users via phone, email, remote tools, and in person
• Diagnosing and resolving hardware and software issues involving desktops, laptops, printers, mobile devices, and peripherals
• Installing, configuring, and maintaining operating systems, software applications, and approved network components
• Supporting user account management, including password resets and access permissions
• Escalating complex technical issues to relevant IT teams and working collaboratively to ensure timely resolution
• Documenting support requests, resolutions, and troubleshooting steps within the service desk or knowledge base
• Assisting with mobile device setup, configuration, and troubleshooting
• Maintaining IT asset inventory, including hardware and software licences
• Providing guidance and training to end users on IT tools and best practices
• Participating in cross-functional IT projects and initiatives
• Taking part in an on-call rota to support after-hours and emergency incidents, including occasional evenings and weekends

Who You Will Work With You will work closely with members of the IT Support and Infrastructure teams, as well as colleagues across the wider business. This role requires regular interaction with users at all levels of the organisation and close collaboration with specialist IT teams to resolve escalated issues and support ongoing technology initiatives. What You Will Bring

The ideal candidate will have proven experience in IT support or helpdesk environments, strong troubleshooting skills across Windows and macOS platforms, and a professional, service-oriented approach. You will be comfortable working in a fast-paced environment, managing multiple priorities, and delivering a consistently high standard of end-user support., * Formal training or equivalent practical experience in Information Technology, Computer Science, or a related discipline (Associate degree or equivalent preferred)

• At least two years' experience in an IT support, helpdesk, or technical troubleshooting role
• Strong working knowledge of Windows and macOS operating systems
• Familiarity with Active Directory, Microsoft Office 365, and basic networking concepts
• Excellent problem-solving, organisational, and time-management skills
• Strong communication and interpersonal skills with a customer-service mindset
• Ability to work independently while contributing effectively within a team
• Relevant certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation) are desirable

• This is a full-time, non-exempt role, based on-site Monday to Friday, with participation in an on-call rota
• The role may require occasional extended hours, weekend work, and limited overnight travel
• Employment is subject to satisfactory pre-employment checks, carried out in accordance with UK employment and data protection legislation
• Crisis24 is an equal opportunity employer and is committed to building an inclusive and diverse workplace