IT Technical Support Analyst

We’re looking for an experienced IT Technical Support Analyst (3rd Line) to join our IT team and take ownership of our desktop, collaboration, and communication technologies.

You will act as an escalation point for complex technical issues, drive service improvements, support project delivery, and help embed modern workplace technologies across the business, all while ensuring our services remain secure, stable, and high-performing.

Responsibilities

Administer and support the Horizon Telephony platform, including user account management, hunt groups, call routing, call centre setups, and IVR/Auto Attendant systems Provide VIP voice conferencing and business video conferencing support, including administration of Microsoft Teams Rooms (MTR) Support softphones, desk phones, mobile phones, and headsets, including mobile device administration (SIM management, international dialling, forwarding, and billing) Administer the Sign In App Visitor Management System and Planner Room Booking system Deliver 3rd line desktop support, including hardware builds/deployments, software deployment, application support, and technology migration projects Carry out client and server patching, plus VMware support and administration Deliver VIP and Executive-level support Create and maintain knowledge articles/documentation, and provide end-user training and guidance

Communication - A strong communicator, building relationships with users at all levels, including Senior Leaders

Strong Problem solver - Approaches problems analytically, getting to the root cause and proposing clear, well considered solutions

Excellent attention to detail - Pays close attention to detail, ensuring accuracy and high-quality outcomes

Customer focused - Somone who takes pride in delivering great customer service to end users.

Organised - Organises and prioritises effectively across multiple concurrent tasks

Desired skills, but not essential to applying:

Experienced in Horizon Telephony platform administration Skilled in Microsoft Teams Rooms (MTR) administration Confident supporting VOIP telephony Experienced administering Sign In App VMS Familiar with Planner Room Booking administration Comfortable with mobile device management Experienced in Windows desktop and server support Skilled in VMware support Knowledgeable in ITIL Service Management principles Experienced providing VIP support

Salary: Competitive Salary Plus and excellent benefits package, including:

• Enhanced parental leave
• Eligibility to annual bonus scheme
• Access to a fantastic loan car scheme
• 28 days annual leave plus bank holidays
• Competitive pension
• 4x basic salary life assurance