IT Support Analyst

You'll play a key role in ensuring users receive responsive technical support, working alongside external IT partners to resolve issues efficiently while helping maintain a modern Microsoft-based infrastructure., * Provide 1st and 2nd line IT support to end users across the business.

• Triage, prioritise and manage support requests through to resolution.
• Escalate complex issues to third-party support providers where required.
• Act as the primary day-to-day liaison with outsourced IT support teams.
• Support the administration and maintenance of Microsoft 365 services, including Azure Active Directory, Microsoft Teams, SharePoint and Intune.
• Manage user accounts, onboarding and offboarding processes.
• Support user access across business applications and Single Sign-On (SSO) platforms.
• Maintain accurate documentation of incidents, resolutions and IT assets.
• Manage mobile device provisioning and connectivity.
• Troubleshoot hardware, software and networking issues.
• Respond quickly to critical incidents to minimise disruption.
• Work collaboratively with internal technology teams to improve systems and processes.
• Contribute to the continual improvement of IT documentation and support procedures.

This role is ideal for someone who enjoys problem solving, thrives under pressure, and takes pride in delivering excellent customer service., We're looking for someone who is technically capable, customer-focused and enjoys working in a collaborative environment.

Essential Skills & Experience

• Minimum of 3 years' experience in an IT Support or Service Desk role.
• Strong troubleshooting skills across Windows and macOS environments.
• Excellent customer service and communication skills.
• Experience supporting Microsoft 365 and Azure environments.
• Knowledge of Multi-Factor Authentication (MFA), Conditional Access, user account administration and Microsoft Office applications.
• Good understanding of networking fundamentals, including VPN, DNS, TCP/IP and firewalls.
• Experience working with an IT Service Management (ITSM) platform such as HaloITSM or similar.
• Familiarity with email security and endpoint management solutions.
• Strong organisational skills with excellent attention to detail.
• Passion for learning new technologies and improving processes.
• Ability to prioritise workloads and manage multiple tasks.

Desirable

• Experience with Microsoft Intune.
• Experience with Microsoft Entra ID (Azure AD).
• Experience with Fortinet, Jamf, Mimecast or similar enterprise technologies.
• Microsoft certifications such as MS-900, AZ-900, MD-102 or equivalent.