IT Support Analyst

About the role

The IT Support Analyst provides friendly, effective, and timely IT assistance to colleagues, ensuring incidents and service requests are logged, prioritised, and resolved within agreed service levels. The role supports day‑to‑day operations across end‑user computing, collaboration tools, and meeting‑room technology while contributing to continuous service improvement.

Key responsibilities

• Log, triage, prioritise and resolve incidents and service requests via the IT Service Desk within SLA.
• Deliver desk‑side (concierge) and remote support for laptops, mobiles, peripherals and standard applications.
• Set up and maintain user accounts, access and group membership in Active Directory/Azure AD, following joiner/mover/leaver processes.
• Build, configure and deploy laptops and mobile devices; manage enrolment and compliance using Autopilot, Intune/MDM.
• Support new‑starter onboarding and employee off‑boarding, ensuring timely equipment provisioning and asset recovery.
• Maintain the IT asset register with accurate tracking of devices, warranties and allocations.
• Support meeting rooms and AV, including video‑conferencing and hybrid meeting setups.
• Monitor endpoint health (antivirus, encryption, backup) and remediate security vulnerabilities.
• Escalate major incidents, outages and security concerns to infrastructure and cyber‑security teams.
• Contribute to knowledge‑base articles, SOPs and continual service‑improvement initiatives.

Required profile

• Experience supporting Windows desktop environments (macOS support a plus).
• Hands‑on experience building and supporting laptops and mobile devices.
• Strong working knowledge of Microsoft 365 and collaboration tools.
• Experience with user account administration in Active Directory or Azure AD.
• Practical understanding of networking fundamentals and client VPN troubleshooting.
• Experience supporting AV and video‑conferencing equipment.

Required skills

• Windows desktop support
• macOS support
• Microsoft 365 (Office, Teams, SharePoint)
• Active Directory
• Azure AD
• DNS, DHCP, routing
• VPN troubleshooting
• AV/video‑conferencing systems
• Autopilot
• Intune/MDM
• Endpoint health monitoring (antivirus, encryption, backup)
• IT security policy compliance

What we offer

• Competitive salary range £24,060 – £36,798 per year.
• Permanent full‑time contract.
• Opportunities for professional development and continuous improvement.