IT Support Analyst

About Us

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience‑led IT services, this is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market‑leading managed services, Microsoft‑centric business software and cloud solutions to over 300 ambitious mid‑market organisations. In response to our customers’ changing needs and the growing threats we all face, we’ve massively strengthened our well‑established cyber security capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

• Be the best you can be
• We do what we say
• Together we win

As a member of the onsite support team, you will play a key role in the delivery of high‑quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

• Account creation/Management
• Ensure that new starter accounts are created as and when requested
• Management of security/email groups/licenses for starters/leavers and movers
• Manage requests for hardware (includes audiological) relating to new starters. This includes preparing the hardware (imaging, adding to device management where necessary and maintaining the asset register)
• Incident management – react to incidents assigned by the cyber security team. This usually means contacting the user to understand why their account activity has been flagged as a risk.
• React to incidents assigned by the network team
• Onsite contact for Manchester office deskside support. This includes troubleshooting connectivity issues deskside (be those issues with docking stations, monitors, Wi‑Fi etc.) and also ensuring correct function of the video conferencing hardware.
• Assist in hardware rollout projects, Hardware management/prep
• PC hardware refresh, Windows 11 upgrade
• Broadband upgrade. Assist remotely with the migration from old ISP router to the new one
• Complete migration from hybrid Active Directory environment to full Azure Entra and also migration of phones, PCs to Intune. Again remote support will be needed

• Microsoft Windows Operating Systems
• Microsoft Office, 365 and other associated applications
• Building of hardware
• Networking skills
• Excellent communication and customer service skills at all hierarchical levels

• Excellent customer service skills
• Strong interpersonal skills
• Ability to manage each customer as an individual
• Demonstrative ‘Can do’ attitude at all times
• Flexible
• Punctual at all times
• Team player
• Excellent communication skills
• Ability to work under pressure, using your own initiative and to tight deadlines in a target‑driven environment
• Excellent multi‑tasking skills