IT Support

Our client based just outside Cambridge is seeking an IT Support Analyst to join their team. As the IT Support Analyst you play a key role in supporting clients with their technology. You will be joining a professional close-knit team where you will use your skills to support clients whilst learning and developing yourself further.

As the IT Support Analyst, you’ll be providing high-quality 1st and 2nd line support to end users, ensuring incidents and service requested are triaged, resolved or appropriately escalated within agreed SLAs.

As the IT Support Analyst, you will be:

• Processing incoming tickets via portal, email, and phone. Triage, troubleshoot, and resolve issues, escalating to higher tiers when necessary. Maintain accurate records and contribute to the internal service catalogue.
• Delivering 1st and 2nd line IT service delivery and systems support to local and national users, operating both remotely and on-site.
• Installing, configure, and maintain end-user devices (Windows, macOS, mobile), peripherals, AV equipment, and approved software. Oversee routine software updates and patch management.
• Perform day-to-day administration and change requests within Microsoft 365, Active Directory, Group Policy, and Intune.
• Monitor system backups, endpoint protection, and system health checks. Follow runbooks for routine alerts and conduct preventive maintenance.
• Adhere strictly to cybersecurity policies, data protection (GDPR), health and safety regulations, and acceptable use policies.
• Build strong working relationships across the internal team and client base, contributing positively to a service-first culture.
• Carry out any reasonable tasks within the scope and level of the role as requested by management., If the position of the IT Support Analyst sounds like you, then we would love to hear from you and will be reviewing all applications over the next 2 to 3 weeks. If you are selected, we will be in contact and if not, we will be keeping your details on file for any future vacancies.

• Proven experience in a 1st line support role or helpdesk environment
• GCSE Maths & English (or equivalent)
• A proven track record of resolving common hardware and software issues
• Awareness of endpoint and patch management