> Markdown version of [/jobs/ext/2486611-it-support-analyst](https://www.wearedevelopers.com/jobs/ext/2486611-it-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** Leyland SDM - **Location:** Wembley, UK - **Contract:** Permanent contract - **Skills:** Active Directory, Apple IOS, VoIP, Cyber Security, Customer Interaction Management (Software), Image Management, Knowledge Management, Network Troubleshooting, Microsoft Office, Wireless Access Point, Network Switches, Microsoft InTune, Microsoft Business Central, Performance Monitor - **Published:** August 25, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=42319c474964df1f ## About the Role IT Service Management:* Proficiency in IT service case management and case documentation and communication. Technical Troubleshooting:* Fundamental skills in desktop and network troubleshooting, including printer support and IP telephony systems. Device Setup:* Competence in desktop, laptop, handheld terminals, iOS, and Android device setup and support, network switch and access point configuration. Image installation with InTune and other image management mobile device management software. Software Experience:* Experience with Microsoft Windows 11, Office 365 Administration tasks, Business Central ERP, LS Central Retail, mobile device management applications, remote support applications, access control systems, IP Telephony systems and Active Directory. Communication:* Excellent communication skills, including IM, chat, and email, with a great telephone manner. Customer Interaction:* Patience and understanding when communicating with users, taking ownership of incidents and problems. Desirable: Customer Service:* Experience or exposure to providing a high degree of customer service. ## Description * Technical Support: Provide IT support, training, and advice via phone, self service tickets, and walk-ups, collaborating with the IT Team when needed and escalating cases to the next level of support when necessary. * Customer Interaction Management: Efficiently manage customer interactions using the current ITSM tool, ensuring proper resolution of assigned tickets. * Communication Channel: Provide colleagues with comprehensive and timely communication on the tickets you have been assigned . * Customer Service Excellence: Deliver high-level customer service, understanding issue impacts and managing them appropriately. * Knowledge Management: Maintain and enhance the Knowledge Portal, sharing insights and updates. * Business Understanding: Maintain an understanding of Service Desk business processes and adhere to Information Security policies. * Incident Escalation: Follow procedures for escalating major incidents and ensure tickets contain accurate information for troubleshooting. * Proactive Monitoring: Monitor key systems, backups and networks for problems and identify potential issues, resolving where possible and escalating to higher levels or product specific support where necessary. * Inventory Management: Keep records of IT hardware and software inventory and update when changes occur or items are lost or disposed and produce reports. Track software license allocations and request new licenses when required. * Patching and updating systems: Keep desktop and sever systems up-to-date by applying updates and patches, particularly as the result of reported vulnerabilities. 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