IT Support Analyst

About the role

The IT Support Analyst will be responsible for delivering frontline technical support to all staff. This includes resolving hardware and software issues, managing user accounts, and maintaining IT assets. The role serves as the first and second point of contact for all technical requests, ensuring timely and effective resolution. This role operates on a rotational shift schedule to ensure continuous coverage across time zones and support windows.

Shift Pattern:

• 8:00 AM – 4:00 PM
• 9:00 AM – 5:00 PM
• 10:00 AM – 6:00 PM

Shift assignments will be determined based on operational needs and may vary periodically with reasonable notice. Occasional flexibility may be required to support global incidents or maintenance windows.

Role and responsibilities

End-User Support:

• Respond to service requests including hardware, software, and system access issues.
• Provide support for Microsoft 365 applications, VPN, and device management tools like Intune.
• Set up and maintain workstations, peripherals, and conference room equipment.

Ticketing and Escalation:

• Respond to, manage and resolve tickets in line with agreed SLAs; escalate complex issues to senior IT colleagues or external vendors when necessary.
• Maintain high quality and clear documentation of all incidents and fixes.

User Onboarding & Offboarding and Device Support:

Create and manage user accounts, mailboxes, access changes and device provisioning across all designated systems.
• Ensure timely and secure deactivation and recovery of equipment and credentials upon exit.
• Organise and conduct IT onboarding training sessions.
• Maintain an up-to-date inventory of technology assets, overseeing the ordering of new equipment for staff.
• Liaise and coordinate with vendors proactively for equipment sourcing, repair, or replacement where required.

System Administration Support:

• Assist in patch management, backup verification, and endpoint protection monitoring.
• Support regular audits and compliance-related reporting under supervision.

Knowledge management and continuous improvement:

• Maintain and contribute to IT knowledge articles, FAQs, and standard operating procedures.
• Identify recurring issues and recommend service improvements.
• Support basic user enablement and adoption of standard tools and ways of working.

Qualifications and education requirements:

• Educated to a degree/diploma level in a relevant field or desire to achieve relevant professional IT qualifications.
• ITIL or Microsoft certifications are a plus.

Skills and experience:

• Minimum 2 years’ experience in IT support or a service desk environment.
• Experience with Windows 11, Microsoft 365, Teams, Intune, and basic networking.
• Familiarity with Atera or similar RMM/PSA/ITSM tools.
• Strong customer service orientation, communication and problem-solving skills.
• Candidates with relevant industry experience may be considered in lieu of formal qualifications.

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