IT Support Analyst

About the role

We are seeking an experienced IT Support Analyst to join our client’s Technology & Operations team in London. The role involves delivering first‑ and second‑line support, maintaining a Microsoft‑centric environment and collaborating with external partners to ensure smooth IT operations.

Key responsibilities

• Provide 1st and 2nd line IT support to end users across the business.
• Triage, prioritise and manage support requests through to resolution.
• Escalate complex issues to third‑party support providers where required.
• Act as the primary liaison with outsourced IT support teams.
• Support administration and maintenance of Microsoft 365 services, including Azure AD, Teams, SharePoint and Intune.
• Manage user accounts, onboarding and off‑boarding processes.
• Support user access across business applications and Single Sign‑On platforms.
• Maintain accurate documentation of incidents, resolutions and IT assets.
• Manage mobile device provisioning and connectivity.
• Troubleshoot hardware, software and networking issues.
• Respond quickly to critical incidents to minimise disruption.
• Collaborate with internal technology teams to improve systems and processes.
• Contribute to continual improvement of IT documentation and support procedures.

Required profile

• Minimum 3 years’ experience in an IT Support or Service Desk role.
• Strong troubleshooting ability across Windows and macOS environments.
• Excellent customer service and communication skills.
• Ability to work under pressure and manage competing priorities.
• Detail‑oriented with strong organisational skills.
• Passion for learning new technologies and improving processes.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 suite
• Azure Active Directory
• Microsoft Teams
• SharePoint
• Intune
• Multi‑Factor Authentication (MFA)
• Conditional Access
• Azure cloud services
• VPN, DNS, TCP/IP and firewall fundamentals
• IT Service Management platform (e.g., HaloITSM)
• Email security solutions
• Endpoint management solutions