Workplace IT Support Analyst
Job in
Greater London, London, Greater London, W1B, England, UK
Listed on 2026-10-26
Listing for:
Equals
Full Time
position Listed on 2026-10-26
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
- The Workplace IT Support - 1st Line is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction
- Serve as the first point of contact for IT support via Slack and ticketing system
- Log, categorise, prioritise, escalation, and resolve IT issues and service requests in line with SLAs
- Provide first-time fixes where possible and escalation unresolved issues to 2nd/3rd line support
- Communicate clearly with users regarding issue status and resolution times
- Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)
- Support Microsoft Windows and/or macOS operating systems
- Assist with Microsoft 365 applications
- Perform basic user account administration
- Support VPN, remote access, and basic connectivity issues
- Set up IT equipment for new starters (laptops, peripherals, access rights)
- Collect leavers equipment promptly
- Maintain accurate asset records and user documentation
- Follow IT security and access control procedures and keep documentation up to date
- Create and update knowledge base articles and support documentation
- Identify recurring issues and suggest improvements to systems or processes
- Adhere to ITIL-aligned service management practices
- This is a full-time, office-based role (Monday to Friday), covering business hours with occasional out-of-hours or on-call support where needed
- Contributory pension
- Life assurance
- Health insurance through BUPA
- Our Employee Assistance Programme offers a 24/7 confidential advice line for health, bereavement and other areas of support
- 25 days holiday per year + your birthday off
- We are members of the cycle to work scheme
- We offer Season Ticket Loans
- Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
- Interbank currency rates on travel money and international transfers
- Opportunities for progression, development and learning new skills
- Strong customer service and communication skills
- Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
- Experience with ticketing systems (e.g. Jira)
- Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
- Experience in an ITIL-based service environment
- Exposure to cloud platforms (Microsoft Azure / AWS)
- Knowledge of endpoint management tools (Intune / Jamf)
- Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)
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