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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** i Jobs - **Location:** Chichester, UK - **Salary:** £31,845.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Online Services, Business Software, Information Technology Operations, Key Management, Windows Desktop, Break Fix, Information Technology, User Accounts - **Published:** August 8, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a2afd9ed04f36e0d ## About the Role Essential Experience: * Proven experience working within an IT Service Desk, Technical Support or IT Operations environment. * Practical experience providing second-line IT support and resolving escalated technical issues. * Strong hands-on troubleshooting experience across Microsoft 365, Windows and Active Directory. * Experience diagnosing and resolving technical incidents involving users, devices, applications, access and identity services. * Experience managing IT incidents and service requests from initial investigation through to resolution. * Experience using IT Service Management (ITSM) platforms to record, manage and track incidents and service requests. * Experience working with technical resolver groups, infrastructure teams, specialists and/or external suppliers to resolve complex issues. * Experience providing technical guidance or knowledge support to first-line service desk colleagues. Essential Skills and Knowledge: * Strong analytical and problem-solving skills, with the ability to investigate technical issues methodically and identify root causes. * Good working knowledge of Microsoft 365 technologies and services. * Strong understanding of Windows operating systems and endpoint technologies. * Good knowledge of Active Directory, including user accounts, permissions, access and identity-related troubleshooting. * Understanding of identity, authentication and access-management concepts. * Ability to troubleshoot business applications and determine whether issues relate to the user, endpoint, application, identity service or wider IT environment. * Ability to prioritise and manage multiple incidents and service requests effectively. * Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical users. * Strong customer service skills and a professional approach to supporting users. * Ability to work effectively as part of a wider IT support and technical operations team. * Ability to work independently, take ownership of issues and escalate appropriately when required. * Strong attention to detail when documenting incidents, technical investigations and resolutions. * A proactive approach to identifying recurring problems and contributing to continual service improvement. Personal Attributes: * Customer-focused and committed to delivering a high-quality support service. * Calm, professional and methodical when dealing with technical incidents and users. * Collaborative and willing to share technical knowledge with colleagues. * Adaptable and able to work effectively in a changing IT environment. * Reliable, organised and capable of managing competing priorities. * Demonstrates ownership, accountability and a strong commitment to resolving technical issues., * IT Service Desk: 1 year (required) * Technical support: 1 year (required) * IT Operations handling: 1 year (required) * troubleshooting Microsoft 365: 1 year (required) * troubleshooting windows: 1 year (required) * troubleshooting Active Directory: 1 year (required) ## Description * Provide effective second-line technical support for incidents, service requests and technical issues escalated from first-line support teams. * Investigate, diagnose and resolve technical issues across Microsoft 365, Windows, Active Directory, endpoint technologies, identity services and business applications. * Take ownership of escalated incidents through to resolution, ensuring issues are investigated thoroughly and resolved within agreed service levels. * Troubleshoot complex hardware, software, operating system, connectivity, access and user-account issues. * Manage and fulfil service requests in accordance with established IT service management processes and procedures. * Use ITSM platforms to accurately record, update, prioritise and manage incidents, service requests and technical issues. * Work collaboratively with resolver groups, technical specialists and third-party suppliers to investigate and resolve complex or recurring technical problems. * Escalate issues appropriately where specialist intervention is required, providing clear and comprehensive diagnostic information. * Support the administration and troubleshooting of Active Directory, user identities, permissions, access and authentication services. * Provide technical support for Microsoft 365 services and applications, investigating user issues and restoring service where required. * Support and troubleshoot Windows-based endpoints and endpoint technologies, ensuring users can access the systems and applications required for their roles. * Provide technical guidance and assistance to first-line support colleagues, sharing knowledge and troubleshooting approaches. * Maintain clear and accurate technical documentation, knowledge articles and support records. * Communicate effectively with users throughout the incident lifecycle, providing clear updates and managing expectations. * Deliver a high standard of customer service, ensuring technical issues are handled professionally and with a focus on customer satisfaction. * Identify recurring incidents, technical trends and opportunities for continual service improvement. * Follow relevant IT policies, procedures, security requirements and service management practices when delivering technical support. * Contribute to maintaining reliable, secure and effective IT services across the organisation. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) - [This Machine Ends Data Breaches](https://www.wearedevelopers.com/videos/574-this-machine-ends-data-breaches) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Fast, Confident, and Wrong: When AI Fails at Accessibility](https://www.wearedevelopers.com/videos/100030-fast-confident-and-wrong-when-ai-fails-at-accessibility) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)