IT Support Analyst – First & Second Line

About the role

The IT Support Analyst provides first‑ and second‑line technical support across the 3173 Group, ensuring colleagues can work efficiently and securely. The role covers end‑user computing, Microsoft 365 services, identity and access management, device provisioning and day‑to‑day troubleshooting.

Key responsibilities

• Deliver first‑ and second‑line support via phone, email, in‑person and ticketing system.
• Log, categorise, prioritise and resolve incidents and service requests in line with SLAs.
• Own tickets through to resolution, escalating to specialists or third‑party suppliers when required.
• Diagnose and resolve issues on Windows PCs, printers, peripherals, mobile devices and standard business applications.
• Support Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint) and approved third‑party applications such as Adobe.
• Troubleshoot connectivity problems (Wi‑Fi, VPN, MFA/access) and coordinate with network and telecom providers.
• Manage device provisioning and joiner/mover/leaver processes, including identity and access management.

Required profile

• Experience delivering first‑ and second‑line IT support in a corporate environment.
• Strong communication skills and ability to work with internal stakeholders and external suppliers.
• Commitment to meeting service level agreements and improving user experience.

Required skills

• Windows operating system
• Printers and peripheral devices
• Mobile device support
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Adobe or similar third‑party applications
• Wi‑Fi, VPN and MFA troubleshooting
• Identity and access management
• Ticketing system usage
• Device provisioning and joiner/mover/leaver processes