IT Service and Support Analyst

Are you a customer-focused IT professional who enjoys solving problems, improving services, and keeping business-critical technology running smoothly? We’re looking for an IT Service & Support Analyst to deliver high-quality technical support across our organisation.

In this varied role, you’ll provide 1st and 2nd line support, with agreed advanced troubleshooting across desktops, laptops, mobile devices, telephony, printing, business applications and end-user IT services.

You’ll help colleagues resolve incidents and service requests, support identity and access management activity, assist with security and audit requirements, and contribute to projects, disaster recovery and continuous service improvement, working with specialist technical teams where escalation is required.

What you’ll be doing

Providing responsive IT support through telephone, face-to-face, Microsoft Teams, email, ticketing system and remote assistance channels.

Managing incidents, service requests, small changes and project tasks in line with agreed SLAs.

Supporting identity and access management processes, including starters, movers, leavers, access provisioning, permissions changes, access reviews and audit evidence.

Investigating recurring issues, supporting root cause analysis and identifying opportunities to improve first-time fixes.

Maintaining technical documentation, procedures and knowledgebase articles.

Supporting technology projects, security activity, audits, risk controls, disaster recovery and business continuity testing, working with specialist teams where required.

Working collaboratively with IT colleagues, stakeholders and third-party suppliers to deliver reliable, secure and customer-focused IT services.

At least two years’ experience in IT support, service desk, desktop support or identity and access management.

Strong troubleshooting skills across Windows, Microsoft Office, hardware, software and end-user devices.

Experience supporting identity and access management processes, including Active Directory, Microsoft Entra ID, access provisioning, access reviews and audit activity.

Good understanding of ITSM processes, including incident, request, change, problem, knowledge and continual service improvement practices.

Familiarity with endpoint management, service management tools, Microsoft 365 administration, mobile device management, telephony and network printing solutions, with the ability to work with specialist technical teams where escalation is required.

A well-organised, customer-focused approach with excellent communication skills across telephone, face-to-face, Microsoft Teams and written channels, with the ability to prioritise under pressure.

This is primarily an on-site role, with some flexibility to work remotely in line with the team rota and business needs.

Desirable qualifications

Training or awareness in ITIL V3/4, customer service, service desk support, Microsoft 365 or basic identity and access management would be advantageous.

Why join us?

You’ll join a collaborative IT team where your technical expertise, initiative and commitment to service excellence will make a real impact. If you enjoy taking ownership, learning new technologies and helping people get the best from IT, we’d love to hear from you.