IT Support Analyst

The IT Support Analyst will play a crucial role in providing high-quality technical support to end users across the business, acting as the first point of contact for IT issues, diagnosing & resolving incidients, managing service requests, and escalating problems where neccessary. Responsibilities

1st Line Support

• Act as the initial point of contact for all IT-related queries via phone, email, or service desk system.
• Log, categorise, and prioritise incidents and service requests.
• Ensure all tickets are updated with accurate and timely information.
• Communicate clearly with users, providing updates and managing expectations.
• Maintain high levels of customer service and user satisfaction.
• Manage the transfer of and timely resolution of support tickets to external support partner.

2nd Line Support

• Investigate and resolve more complex technical issues.
• Support desktop environments including Windows OS, Microsoft 365, and standard business applications.
• Manage user accounts, permissions, and group policies within Active Directory / Entra ID.
• Troubleshoot hardware issues (laptops, desktops, printers, mobile devices).
• Diagnose network connectivity issues (LAN/Wi-Fi/VPN).
• Support collaboration tools such as Microsoft Teams, SharePoint, and OneDrive.
• Liaise with third-party suppliers and escalate issues where required.
• Assist with system builds, configuration, and software deployments.

Additional Duties

• Support onboarding and offboarding processes (user setup, equipment provisioning, access management, IT inductions).
• Maintain IT documentation, knowledge base articles, and standard operating procedures.
• IT stock management.
• Assist in IT projects and system improvements where required.
• Monitor system alerts and take proactive action where necessary.
• Ensure compliance with IT security policies and data protection standards.
• Occasional visits to our satellite sites to support the teams and support the IT Manager in setting up site office infrastructure.

• Must live within 30 minutes of Stansted Mounfitchet (essential).
• Experience in a 1st or 2nd line IT support role.
• Strong troubleshooting and problem-solving skills.
• Good working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint), Active Directory / Entra ID.
• Understanding of basic networking concepts (DNS, DHCP, TCP/IP).
• Excellent communication and customer service skills.