IT Operations Analyst

About the role

We are looking for an experienced IT Operations Analyst to join our team in Southampton. The role offers a hybrid working pattern (3 days onsite, 2 days remote) and involves providing Level 1 and Level 2 support across multiple locations while contributing to IT projects and service improvements.

Key responsibilities

• Provide onsite and remote Level 1 & 2 IT support, resolving incidents and service requests within SLA.
• Log, update and manage tickets in the IT Service Management system, escalating when necessary.
• Support Windows devices, Microsoft 365, Active Directory, mobile devices and peripherals.
• Manage hardware and software lifecycle – procurement, installation, configuration and asset tracking.
• Identify trends, contribute to service improvements and maintain knowledge documentation.
• Assist with IT projects, service transitions and collaborate with global teams and vendors.
• Deliver user training and promote IT policies and best practices.
• Participate in an out‑of‑hours support rota.

Required profile

• Proven experience in IT Support, Service Desk or Desktop Support roles.
• Strong knowledge of Windows, Microsoft 365, Active Directory and endpoint support.
• Understanding of ITIL processes and ability to work to defined SLAs.
• Excellent troubleshooting and customer service skills.
• Desirable: ITIL certification, experience with virtualised environments and IT procurement.

Required skills

• Windows operating system
• Microsoft 365 suite
• Active Directory
• IT Service Management (ticketing) system
• Hardware and software lifecycle management
• Mobile device support
• ITIL framework

What we offer

• Competitive salary up to £42,500 per year
• Health cash plan
• 25 days holiday
• Pension scheme and life assurance
• Extensive training and clear progression path
• Supportive, growing team environment