IT Support Analyst

Position: IT Support Analyst

Job Type: Permanent / Full Time

Department: IT

Location: On-site H&T Location / Hybrid

Salary: £28,00 - £30,000 per annum

We are seeking a customer-focused IT Support Analyst to join our IT team. As the first point of contact for technical issues and service requests, you will provide first-line support, troubleshoot IT problems, and ensure an excellent user experience across the business.

Key Responsibilities

• Provide first-line support for IT incidents and service requests.
• Log, prioritise, and manage tickets through the ITSM system.
• Troubleshoot issues relating to Windows, macOS, Linux, Microsoft 365, Wi-Fi, VPNs, and business applications.
• Support user account administration, password resets, MFA setup, and Active Directory/Entra ID requests.
• Assist with laptops, desktops, mobile devices, printers, and AV equipment.
• Escalate complex issues to senior IT teams when required.
• Maintain accurate ticket records and contribute to knowledge base documentation.
• Ensure service levels (SLAs) and customer satisfaction targets are met.

Skills & Experience

• Basic knowledge of computer hardware, operating systems, and Microsoft 365.
• Strong customer service, communication, and problem-solving skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• 0-2 years' experience in an IT support, service desk, helpdesk, or customer facing role desirable.

Desirable Certifications

• CompTIA A+ or Network+
• ITIL 4 Foundation
• Google IT Support Professional Certificate
• Microsoft 365 Fundamentals or other Microsoft certifications