IT Support Analyst

Provide friendly, effective and timely IT support to colleagues, ensuring incidents and service requests are logged, prioritised and resolved in line with agreed service levels. The role supports day-to-day IT operations across end-user computing, collaboration tools and meeting room technology, and contributes to continuous improvement of IT service delivery. Key Responsibilities

• Utilise the IT Service Desk to log, triage, prioritise and resolve incidents and service requests within agreed SLAs.
• Provide desk-side (concierge) and remote support for laptops, mobiles, peripherals and standard applications.
• Set up and maintain user accounts, access and group membership across Active Directory/Azure AD and related services, following joiner/mover/leaver processes.
• Build, configure and deploy laptops and mobile devices; manage enrolment and compliance using endpoint management tools (e.g., Autopilot, Intune/MDM).
• Support new-starter onboarding (equipment provisioning, account setup, IT induction) and offboarding (account disablement, asset recovery) in a timely and auditable manner.
• Maintain the IT asset register, ensuring accurate tracking of devices, warranties, and allocations.
• Support meeting rooms and AV, including video conferencing and hybrid meeting set-ups with internal and external attendees.
• Monitor endpoint health (antivirus, encryption, backup profiles) and support remediation of security vulnerabilities in line with the IT Security Policy.
• Escalate major incidents, outages and security concerns appropriately to infrastructure and cyber security teams, providing clear diagnostics and updates.
• Contribute to knowledge base articles, standard operating procedures and continual service improvement initiatives.
• Undertake other reasonable duties required to support business operations and strategic objectives., * Experience supporting Windows desktop environments (macOS support is a plus)., Employment here is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, colour, religion, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make all reasonable accommodations to meet our obligations under laws protecting the rights of the disabled. About Connected Places Catapult At Connected Places Catapult, we are on a mission to create better connected places across the UK and beyond. We believe that innovation is the key to unlocking the potential of our towns, cities, and transport systems, making them more sustainable, inclusive, and prosperous for everyone. When connected places work, it benefits: People: wellbeing, access and inclusion for everyone. Planet : sustainable and increasingly regenerative living and moving. Prosperity : prosperous local economies and trade. From supporting SMEs to develop clean transport technologies to helping local authorities unlock innovation in public procurement, our work is making a tangible difference. We help businesses secure millions in investment, create jobs, and drive forward solutions that address climate change, social isolation, and economic inequality.

• Hands-on experience building and supporting laptops and mobile devices, including software deployment and troubleshooting.
• Strong working knowledge of Microsoft 365 (Office, Teams, SharePoint) and common collaboration practices.
• User account administration experience (Active Directory and/or Azure AD), including access management and good security hygiene.
• Practical understanding of networking fundamentals (DNS, DHCP, routing) and client VPN troubleshooting.
• Experience supporting AV and video conferencing in meeting rooms and live events.
• Ability to diagnose issues logically, communicate clearly with non-technical users, and manage workload against SLAs.

Desirable

• Experience with ITSM tools (e.g., Freshservice/Freshdesk, ServiceNow or similar) and knowledge base management.
• Familiarity with Microsoft Intune, SCCM, Microsoft Defender and BitLocker.
• Experience with Zoom (Meetings, Rooms, Webinars) and/or Microsoft Teams Rooms.
• Exposure to Microsoft Azure services and identity/security concepts.
• Email security administration experience (e.g., Mimecast) is beneficial.

Education and certifications

• Degree in Computing/Computer Science (or similar) is desirable; relevant equivalent experience will be considered.
• ITIL Foundation (or similar service management qualification) is desirable.

Personal attributes

• Customer-focused, approachable and able to explain technical topics clearly.
• Organised and able to prioritise effectively in a busy service environment.
• Proactive problem-solver who takes ownership through to resolution.
• Calm under pressure, with good judgement on when and how to escalate.
• Collaborative, willing to learn, and open to change and continuous improvement.
• Committed to security, confidentiality and following agreed processes.

• 9 day fortnight for everyone, every other Friday.
• 23.5 holiday entitlement for everyone, with pro-rata calculations for part-time employees, along with a Christmas shutdown period for additional days off.
• Competitive pension, up to 10% company contribution to help you save for your future.
• Two paid days of volunteering leave per year (pro-rata for part-time employees) to support charitable activities.
• Employee Assistance Programme (EAP) providing 24/7 confidential work/life support services to you and your immediate family members.
• Cycle to Work Scheme encouraging a healthy and sustainable commute.
• Cash Health Plan, offering reimbursement for a wide range of essential and everyday healthcare expenses, promoting your well-being.
• Payroll Giving scheme, allowing regular charitable contributions from pre-tax income, maximizing the impact of your donations.
• Discounts and offers from a wide variety of retailers , enhancing your purchasing power and providing savings opportunities.
• Mortgage Advice benefit, delivered in partnership with Charles Cameron & Associates - provides employees with free, expert mortgage advice and end-to-end mortgage support from the application process through to completion.