ICT Support Analyst

· Support joiner, mover and leaver processes, ensuring equipment, accounts and permissions are prepared or removed accurately and on time.

· Provide remote and deskside support to internal users across offices, project sites and hybrid working locations.

· Attend project site offices when required to assist with IT setup, connectivity, equipment installation and user support.

· Escalate issues appropriately to 2nd Line, Infrastructure, Cyber Security or third-party suppliers, providing clear notes, evidence and troubleshooting steps already completed.

· Maintain accurate asset records, ticket updates, knowledge base articles and user-facing IT documentation.

The ideal candidate will be confident providing first line support in a modern Microsoft 365 environment, with a strong customer service mindset and the ability to resolve common issues quickly, securely and professionally.

· Minimum 1 years’ experience in a 1st Line, Service Desk, IT Helpdesk or Technical Support role.

· Foundation supporting Windows 11 devices, Microsoft 365 apps, Outlook, Teams, OneDrive

· Working knowledge of Microsoft 365 administration, Active Directory and Microsoft Entra ID for user, group and access management.

· Experience logging, prioritising, updating and resolving incidents and service requests through a ticketing system in line with agreed SLAs.

· Ability to diagnose and resolve common desktop, laptop, mobile, printer, network, VPN, Wi-Fi and application issues at first contact where possible.

· Awareness including MFA, password management, phishing awareness

· Ability to build, rebuild, configure and deploy devices for new starters, leavers, movers and replacement hardware., · Communicate clearly and professionally with users at all levels, explaining technical issues in plain English.

· Work well as part of a team, contribute ideas for service improvement and support continuous improvement of the IT service desk.

· Manage multiple tasks at once, prioritise work effectively and stay calm under pressure.

· Demonstrate good judgement, attention to detail and a proactive approach to identifying recurring issues or potential risks.

· Basic understanding of networking concepts, including IP addressing, DNS, DHCP, VLANs, Wi-Fi and wired connectivity.

· Willingness to learn modern workplace technologies such as Microsoft Intune, Defender for Endpoint, Windows Autopilot, PowerShell and automation tools.

Hill stands as an acclaimed 5-star housebuilder, distinguished for crafting exquisite and award-winning residences in various regions across the UK, such as London, East Anglia, the South East, and Oxford.

In our pursuit of excellence, we seek to expand our team with individuals who share our passion. The primary focus of this role is to augment our existing IT department in providing robust support for a network encompassing over 900 users spread across four main offices and more than 80 project sites.