Senior Technology Support Analyst

We are a high-performing, collaborative team that provides integrated, reliable, and secure technology solutions to enable our colleagues to work efficiently from anywhere. Our work underpins the firm’s operations, ensuring that every department has the tools and support they need to deliver exceptional service.

Alongside a busy and responsive support function, we strive for digital excellence — introducing modern technologies, automating processes, and delivering innovative solutions that help drive the growth and development of Buzzacott. We take pride in being proactive, forward-thinking, and user-focused, always seeking ways to improve the digital experience for our colleagues.

Our remit spans everything from infrastructure and cybersecurity to cloud platforms, data analytics, and business applications. We work closely with stakeholders across the firm to understand their needs and deliver technology that is secure, scalable, and aligned with our strategic goals.

The role of Technology Support Analyst will be expected to operate at the Skills for the Information Age (SFIA) Development and Implementation discipline, Level 3 in order to provide additional IT service support resource to the Technology team in support of our growing business needs and requirements. This role will provide support service delivery of the technology estate, provide face to face and remote support to the organisations internal staff and assist with supporting other functions of the IT team to deliver first class service.

• Resolve support tickets within agreed SLAs for incidents, service requests and change tasks.
• Maintain accurate and timely updates within the ITSM platform to reflect progress and next steps.
• Identify recurring issues through ticket trend analysis and propose actions to reduce repeat incidents.
• Contribute to continual service improvement initiatives, recommending enhancements to processes, tools or documentation.
• Support and promote ITIL‑aligned workflows in incident, problem and change management.
• Ensure all assets (laptops, peripherals, AV kit, mobile devices) are accurately recorded, tracked and updated in the asset register.
• Support compliance with technology policies including data protection, security, antivirus, and backup standards.
• Assist with internal and external IT compliance activities and audits by ensuring documentation and records are current.
• Assist with the deployment of new software, hardware or tools, ensuring minimal disruption to business operations.
• Help create and maintain user guides, procedures and knowledge base articles to support adoption and reduce support requests.
• Collaborate with colleagues across the Technology team to support the successful delivery of IT projects.
• Work with outsourced security advisors to resolve security findings promptly and support ongoing improvements to the firm’s security posture.
• Identify and escalation potential security risks encountered through user support or system monitoring.
• Promote good cybersecurity practices to staff during day‑to‑day support interactions.
• Build strong working relationships with teams across the firm to understand their needs and challenges.
• Ensure all interactions reflect a positive, helpful, and solutions‑focused approach.
• Actively contribute to improving the visibility, reputation and trust in the Technology team.
• Ensure meeting room technology and AV solutions are operational and reliable, addressing issues proactively.

• Strong understanding of end‑user computing technologies, including Windows OS, Microsoft 365, Intune, Azure AD and standard productivity applications.
• Experience supporting hardware and peripherals, including laptops, mobile devices, printers and docking solutions.
• Competence in troubleshooting AV and meeting‑room technology, including displays, conferencing equipment and presentation systems.
• Familiarity with ITIL processes, particularly Incident, Problem and Change Management.
• Experience using a ticketing/service management system and maintaining accurate documentation.
• Ability to support software deployment and upgrades, including basic configuration and…