IT Support Analyst

• Acting as the first point of contact for IT enquiries by phone, email, the service desk portal, Teams and in person.
• Logging, prioritising and owning tickets through to a proper close, working within agreed SLAs.
• Squashing 1st line issues on the spot: accounts and MFA, Microsoft 365 and Teams, printing (the eternal nemesis), VPN and connectivity, mobiles and everyday application queries.
• Taking on 2nd line work: Entra ID and Active Directory, Intune and endpoint policy, Exchange Online and shared mailboxes, SharePoint and Teams permissions, licensing, device build issues, and faults that need real investigation.
• Supporting the IT side of joiners, movers and leavers, from account and licence provisioning and device builds through to disabling accounts, recovering hardware and reclaiming licences on time.
• Keeping the asset database and CMDB accurate, and managing device builds, patching and refresh cycles across the estate.
• Supporting the mobile and SIM estate.
• Using AI tools day to day to speed up diagnosis, triage and research, and to keep the knowledge base current.
• Writing user guides and knowledge articles in plain English so colleagues can help themselves.
• Working with third-party suppliers and holding them to agreed response times.
• Spotting the same issue popping up again and again, and killing it at the root instead of firefighting it forever.

• Recent, relevant service desk or IT support experience covering both 1st and 2nd line.
• Confident on the phone, with a great manner and nerves of steel when someone on the other end is having A Day.
• Strong working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive.
• Experience administering accounts and access in Entra ID (Azure AD) and/or Active Directory, including groups, licensing and MFA.
• Experience of endpoint management and device builds, ideally with Microsoft Intune.
• Experience using an IT service management tool to log, manage and report on tickets.
• Practical experience of using AI tools at work, with a sensible view of where they help and where they do not.
• A genuine customer service mindset and the patience to explain things without jargon.
• Someone who takes the ball and runs with it - no chasing required.

Bonus points for

• Experience building automations or scripts to take out manual effort (PowerShell, Power Automate, Microsoft Graph or similar).
• Awareness of networking fundamentals: LAN and WAN, DNS, DHCP, VPN, VoIP telephony and wireless.
• Exposure to virtualisation, hosted solutions and backup technologies.
• Microsoft certification such as MS-900, AZ-900 or MD-102.
• Full UK driving licence.

We’re on the hunt for an IT Support Analyst to be THE go-to person for IT across Bionical Health. This is a proper 1st and 2nd line role, which means no hiding behind a queue - you’ll answer the phone, pick up the ticket, and actually fix the thing, rather than shuffling it along to someone else.