IT Support Analyst – Technical Assistance & Troubleshooting

About the role

Cotality is looking for an IT Support Analyst to provide first‑line technical assistance to employees across the organisation. You will work under close supervision, using a range of communication channels to resolve hardware, software and network issues.

Key responsibilities

• Deliver technical support via face‑to‑face, phone, email and remote‑access tools.
• Create and maintain clear technical documentation, including notification instructions and knowledge‑base articles.
• Troubleshoot and diagnose desktop, laptop, network and software problems.
• Resolve basic hardware and software incidents following established guidelines.
• Collaborate with senior team members to ensure support activities align with business objectives.

Required profile

• Basic knowledge of desktop, laptop and network systems troubleshooting.
• Familiarity with remote support tools and technologies.
• Understanding of information‑security principles and standards.
• Ability to prioritise and manage multiple support requests efficiently.
• Customer‑service orientation with a focus on issue resolution.
• Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.

Required skills

• Desktop troubleshooting
• Laptop troubleshooting
• Network troubleshooting
• Remote support tools
• Information security fundamentals

What we offer

• Flexible working arrangements
• Generous paid leave and wellbeing days
• Up to 16 weeks fully paid parental leave and baby bonus
• Company‑paid private medical cover with mental‑health resources
• Pension scheme with employer contributions
• £375 annual wellbeing allowance and additional perks such as recognition rewards and exclusive discounts