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# 1st / 2nd Line IT Support Analyst

- **Company:** OneSchool Global
- **Location:** Warwick, UK (Remote available)
- **Salary:** £30,786.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, BASIC (Programming Language), Microsoft Online Services, Data Security, Desktop Computing, Azure Active Directory, Peripherals, Microsoft InTune, Information Technology, Laptops
- **Published:** August 24, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5853707750

## About the Role

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

## Description

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


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