IT Support Analyst

In January 2026, IT teams across Mzuri's UK companies established a shared service model. This UK-based function is dedicated to delivering reliable, responsive, and high-quality IT services across the wider Mzuri Group. Operating from within the United Kingdom, the team provides comprehensive technical support to organisations in Northern Ireland as well as across the UK mainland.Based in the TCMM Brighton office, the successful candidate will be responsible for the provision, support, and maintenance of end-user IT equipment, ensuring a high-quality and consistent user experience across the business. Working closely with the Desktop Services Team Lead and collaborating with internal teams, they will operate within a fast-paced, dynamic IT environment. This role requires proven experience in a desktop support function, with a strong focus on delivering excellent end-user support and contributing to continuous service and process improvement., * Foster a collaborative and positive working environment that promotes effective communication and teamwork across all teams.

• Provide 1st and 2nd line technical support across hardware and software platforms, escalating to 3rd line where required.
• Log, manage, and resolve incidents and service requests in line with agreed KPIs and SLAs, ensuring high levels of customer satisfaction.
• Identify recurring service desk issues and implement solutions to support continuous service improvement.
• Develop and maintain a technical knowledge base, including escalation procedures, known errors, workarounds, and system documentation.
• Create and maintain user self-service guides and internal documentation.
• Administer user accounts, access permissions, and security across Active Directory, Azure, Microsoft 365, and other business systems, including user lifecycle management.
• Support and maintain end-user IT services, including desktops, laptops, tablets, mobile devices, telephony systems, printers, conferencing kit, scanners and associated peripherals.
• Manage IT asset lifecycle processes, including inventory tracking and maintaining accurate records of hardware and software.
• Build and maintain effective relationships with internal teams, Group IT and external suppliers, collaborating on issue resolution and project delivery.
• Contribute to project work and wider infrastructure initiatives as required.
• Provide onsite and remote support, including occasional travel to other company locations.
• Travel to remote company sites to provide technical support and assistance.
• Undertake any additional reasonable duties as required by management.

Do you have experience in IT support?, * 1 year recent experience within a busy IT Service Desk role using a ticket management system

• Experiencing working within agreed SLAs for tickets
• Experience supporting any of the following OS - Windows, Apple or Android devices within a corporate environment
• Ability to follow documented processes and contribute towards improvement
• Strong attention to detail paired with analytical and problem-solving skills
• Proven ability to learn new technologies and systems
• Experience supporting users both face to face and remotely
• Experience of installing, configuring, and troubleshooting user hardware and software issues
• Experience in managing user setup in an Active Directory/Azure/M365 tenant environment
• Experience of working with 3rd party vendors
• Ability to work on own initiative and manage own time effectively

DESIRABLE REQUIREMENTS

• Experience of working in an IT team in a FMCG company
• Experience in cloud-based telephony systems
• Experience producing user guides and technical documentation
• Knowledge of cyber security practices, multifactor authentication, conditional access
• Experience of deploying, managing, and supporting devices and applications using Microsoft Intune within an enterprise environment., * IT support: 1 year (required)

Pulled from the full job description

• Flexitime
• Referral programme
• Employee discount
• Sick pay
• Bereavement leave
• Life insurance
• Free parking, * Bereavement leave
• Company pension
• Employee discount
• Flexitime
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Work from home

Mzuri Group is a global luxury window coverings group established in 2018 with the vision to provide an environment where companies can achieve their true potential. Founded by a leadership team with more than 40 years of success in the window coverings market, the spirit of the group is to assemble the best of the best. Sharing a vision, ideas, experience, resources and the ultimate goal of growth by providing beautiful pieces of interior fashion for homes across the UK, Europe & Australia. Mzuri Group is currently made up of 13 companies with over 1400 people; designing, engineering and supplying creative and innovative made-to-measure window coverings.