IT analyst - Level 3

The IT Support Analyst plays a key role in delivering a secure, high-performing modern workplace experience for all users. This hands-on, end-user-focused role provides technical support across Microsoft 365, Azure, device management, and core infrastructure, ensuring reliable, efficient, and secure digital services.

The role also contributes to continuous service improvement through automation, digital tooling, and process optimisation, while supporting the organisation's journey toward ISO27001 compliance and enhanced security maturity., Engineering Software

• Engineering software is supplied, maintained and supported by the vendors, Installation and license management is required on premise license servers, Applications in use are typical that of subsurface and reservoir engineering disciplines.

Modern Workplace & User Support

• Provide daily technical support to end users across Windows 11 modern workplace environments.
• Troubleshoot issues related to hardware, software, peripherals, and network connectivity.
• Deliver high-quality customer service with clear communication and timely resolution.

Microsoft 365 Administration

• Support and administer the Microsoft 365 platform, including:
• Exchange Online.
• SharePoint Online.
• OneDrive for Business.
• Microsoft Teams.
• Assist with user management, permissions, policy updates, and general service configuration.

Intune & Device Management

• Support configuration and maintenance of Intune-managed devices
• Assist with:
• App Deployments.
• Compliance policies.
• Autopilot Provisioning.
• Device Security baselines (CIS).
• Patch Management, including 3rd party applications.

Azure Virtual Desktop (AVD)

• Provide operational support for AVD, including basic image updates and troubleshooting user access issues.

Applications & Packaged Software

• Maintain packaged applications through Intune.
• Troubleshoot deployment issues with packaged applications.

Networking & Connectivity

• Assist with VPN setup, troubleshooting connectivity problems, and supporting remote users.
• Escalate complex networking issues to 3rd party support providers where necessary.

Storage & File Services

• Provide support for cloud and on-premises storage systems.
• Ensure access permissions, file recovery, and storage optimisation.

Collaboration Platforms

• Support SharePoint and Teams structures, permissions, and general function.
• Assist with access requests, file management, and addressing user queries around data storage.

Digital Workplace, Automation & Reporting

• Support the effective use of digital workplace tools to improve efficiency and service delivery.
• Assist with maintaining solutions built on Microsoft Power Platform (Power Apps and Power Automate) that help streamline IT and business processes.
• Contribute to Power BI reporting and dashboards to support IT service metrics and operational visibility.
• Identify opportunities to automate routine support tasks and improve workflows using Microsoft 365 and Azure tools.

ISO27001 Support

• Support the IT Manager with ongoing effort related to ISO27001 implementation.

Do you have experience in Windows?, * Microsoft 365 Certified: Modern Desktop Administrator Associate.

• Microsoft 365 Fundamentals (MS-900).
• Azure Fundamentals (AZ-900).
• ITIL Foundation.

Skills:

• Hands-on experience with Intune device management and application deployment.
• Understanding of Azure Virtual Desktops and other virtual desktop technologies.
• Understanding of network FlexLM, RLM, Sentinel licensing systems.
• Competent with SharePoint and Teams permissions.
• Ability to work independently, prioritise workload, and solve problems effectively.
• Experience in PowerBi and Power Platform is advantageous.
• Strong documentation and communication skills.
• Knowledge of security best practices; any exposure to ISO27001 is advantageous.

Experience:

• Strong knowledge of Microsoft 365 administration and configuration is essential.
• Proven experience in an IT support or service desk role within a modern workplace.
• Experience troubleshooting VPNs, Windows OS, and Office applications.
• Experience with IT migration activities as part of company acquisitions would be beneficial.
• Interest in supporting a Linux hosted application.