IT Junior Technical Analyst

IT Junior Technical Analyst

Department: IT

Employment Type: Permanent - Full Time

Location: Cambridge

Job Role

We are looking for a customer-focused Junior IT Service Desk Analyst to join our IT team in Cambridge. This is a first-line support role for someone who enjoys solving problems, helping people use technology effectively, and developing their technical skills in a modern Microsoft 365 environment. The successful candidate will provide responsive support for users, devices, collaboration tools and core business systems, while following good service management, documentation and security practices.

• Act as a first point of contact for IT incidents and service requests, providing professional support by phone, email, chat, remote tools and in person.
• Troubleshoot and resolve common issues across Windows 11 devices, Microsoft 365, Teams, Outlook, One Drive, SharePoint, printers, peripherals, Wi-Fi, VPN and basic network connectivity.
• Support user onboarding, movers and leavers, including account setup, access requests, password resets and group membership changes in line with agreed processes.
• Build, configure, deploy and maintain laptops, desktops, mobile devices and standard applications using approved tools and procedures.
• Record, priorities and update tickets accurately, ensuring users are kept informed and issues are escalated with clear troubleshooting notes when required.
• Apply good cyber security practice when handling access, identity, data, endpoint protection and suspicious activity, escalating concerns promptly.
• Maintain accurate asset records, knowledge articles, user guidance and support documentation.
• Assist with routine maintenance, software updates, hardware refreshes, meeting room technology and small IT improvement projects.
• Work collaboratively with other IT colleagues, third-party suppliers and business teams to restore service and improve the user experience.
• Contribute to continuous improvement by identifying recurring issues, suggesting process improvements and keeping up to date with relevant technologies.
• Work independently where appropriate, while knowing when to ask for guidance or elevate.

The ideal candidate will have some previous experience in IT support or a strong foundation in the following areas:

• Windows 11 support and troubleshooting
• Microsoft 365 applications, including Outlook, Teams, One Drive, SharePoint, Word, Excel and Power Point
• Basic administration of Microsoft 365, Entra /Azure AD or Active Directory
• Endpoint support, device build, software installation and peripheral troubleshooting
• Basic networking concepts, including DNS, DHCP, IP addressing, Wi-Fi and VPN troubleshooting
• Remote support tools and supporting users across multiple sites
• IT service management or ticketing systems, with an understanding of incident, request and escalation processes
• Awareness of cyber security basics, including MFA, phishing, endpoint protection and safe handling of access requests
• Clear written and verbal communication with technical and non-technical users
• A proactive, organised and customer-focused approach, with a willingness to learn

We offer a competitive salary and benefits package, alongside a supportive team environment and opportunities to develop technical skills and progress within IT.

We are committed to supporting career development through structured learning, mentoring and exposure to a broad range of technologies. The role offers the opportunity to build practical experience across service desk support, endpoint management, Microsoft 365 administration, networking and cyber security fundamentals.