IT Support Analyst

• Provide user support by telephone, email, remote tools and in person.
• Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required.
• Troubleshoot Microsoft 365, hardware, software, printing, Wi-Fi, VPN, access and connectivity issues.
• Build, configure, deploy and support laptops, desktops, mobile devices and peripherals.
• Install approved software and support patching, security configuration, compliance checks and remediation.
• Support authorised account, password, MFA and access changes using approved tools.
• Prepare accounts and equipment for joiners, movers and leavers, maintain records and escalate unusual or higher-risk requests.
• Maintain audit-ready records and support compliance evidence, audits, vulnerability remediation and security-incident actions.
• Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution.

Technologies:

• Active Directory
• Hardware
• Support
• Microsoft 365
• Mobile
• Security
• VPN
• Windows
• Office 365

More:

We offer a varied IT Service Desk Analyst opportunity combining remote and desk-side support with account and asset administration. Youll work within a small team, helping keep users informed while following clear escalation, security and governance processes. We provide training on our internal systems, tools and processes, alongside opportunities to support compliance, documentation, projects and system rollouts. While we aim to respond to every application, this is not always possible; if you have not heard from us within 7 working days, please assume your application has not been successful on this occasion.

• Confidence troubleshooting computers, user accounts, hardware, software, printing, connectivity and access issues.
• Ability to record issues clearly, work through problems methodically, keep users informed and escalate appropriately.
• A security-conscious approach and willingness to follow established patching, antivirus and secure-device processes.
• A professional, helpful and customer-focused approach, with clear written and verbal communication.
• Organised, reliable and attentive to detail, with sound judgement, confidentiality, and a willingness to learn and take ownership.
• Desirable: Knowledge of Windows 11, Outlook, Teams, OneDrive, Sophos, mobile devices, peripherals, Wi-Fi, IP addressing and VPNs.
• Desirable: Familiarity with Active Directory, Group Policy, endpoint-management or software-deployment tools.