1st / 2nd Line IT Support Analyst

OneSchool Global UK has an exciting opportunity for an IT Support Analyst (1st/2nd Line) to join our busy and collaborative IT team, supporting 23 campuses across the UK and our Regional Support Office.This is a varied, hands-on role where no two days are the same. As part of a supportive helpdesk team, you will provide first and second line technical support, ensuring colleagues and students receive timely, effective assistance across a wide range of systems, devices, and technologies.The role is based full-time at our Regional Support Office in Warwick (five days per week), delivering both remote and face-to-face support, with occasional travel to campuses to assist with onsite IT needs. Key Responsibilities Provide 1st and 2nd line support via phone, email, remote tools, and service desk tickets Diagnose and resolve hardware, software, and basic network issues across end-user devices Escalate more complex technical issues to senior engineers where appropriate Manage incidents and service requests through the ITSM system, ensuring timely updates and resolution Set up, configure, and maintain laptops, desktops, mobile devices, and peripherals Support Microsoft 365 services, including user account administration (Azure AD), email, and device management (Intune) Assist with user onboarding and offboarding, including account creation, device setup, and access permissions Provide support for classroom technology including AV equipment, printers, and basic connectivity issues Carry out routine maintenance tasks, software updates, and device lifecycle activities Maintain accurate documentation and contribute to knowledge base articles

Support IT projects and system rollouts as required About You Experience in a 1st or 2nd line IT support role or similar customer-facing environment Strong troubleshooting skills with the ability to resolve issues efficiently Confident communicating with non-technical users in a clear and professional manner Well organised, able to manage multiple tasks and priorities effectively Takes ownership of tickets through to resolution, ensuring a positive user experience Comfortable working both independently and as part of a team Good working knowledge of: Windows operating systems Microsoft 365 (including Azure AD, Intune, Exchange) A proactive attitude and willingness to learn new technologies Committed to professionalism, data security, and safeguarding standards