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IT Support Technical Support HelpDesk/Support Systems Administrator

IT Support Analyst

Job in Maidenhead, Berkshire, SL6, England, UK
Listing for: VE3
Full Time position
Listed on 2026-06-18
Job specializations:
  • IT/Tech
    IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Salary/Wage Range or Industry Benchmark: 40000 - 60000 GBP Yearly GBP 40000.00 60000.00 YEAR
Job Description & How to Apply Below

Job Title
: IT Support Analyst

Location
:
Maidenhead, United Kingdom

Employment Type
:
Full-Time

Experience Required
: 5 years

Reports to
: IT Service Desk Lead

Summary
:

We are seeking a highly skilled and experienced IT Support Analyst with a strong background in customer service, technical support, and enterprise application support. The ideal candidate will have at least five years of experience in a Service Desk, Helpdesk, or IT Support environment and possess excellent communication and problem‑solving skills. The role will involve providing first‑line and second‑line support across a broad range of technologies, including Microsoft 365, ERP systems, CRM platforms, cloud‑based applications, Python‑based tools and automations, business applications, and end‑user computing environments.

Experience with ITIL practices and ITSM tools such as Service Now is essential. The successful candidate will be responsible for supporting users, troubleshooting technical and application issues, managing incidents and service requests, and ensuring a high level of customer satisfaction through effective and timely resolution of IT‑related problems.

Requirements
  • Customer Service:
    • Provide exceptional customer service by addressing IT‑related queries and issues via phone, email, chat, in‑person, and self‑service portals.
    • Ensure all interactions are handled professionally and empathetically to maintain high customer satisfaction.
    • Build strong relationships with business users and stakeholders across multiple departments.
  • Technical Support:
    • Provide first‑line and second‑line technical support for end users across hardware, software, Microsoft 365, ERP platforms, CRM systems, cloud applications, Python‑based tools, and other business‑critical systems.
    • Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, software applications, network connectivity, and enterprise applications.
    • Support users with Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, One Drive, SharePoint, and Power Platform components.
    • Assist users with ERP solutions, finance systems, HR platforms, collaboration tools, and other enterprise software applications.
    • Support and troubleshoot integrations between business systems and applications where required.
    • Assist with user account administration, identity and access management, password resets, onboarding, off‑boarding, and software provisioning activities.
    • Support automation and reporting solutions developed using Python, Power Shell, or similar scripting technologies.
    • Work with internal development, infrastructure, security, and business teams to resolve application‑related incidents and service requests.
    • Escalate complex technical issues to appropriate teams and vendors while ensuring effective communication and timely resolution.
    • Maintain accurate documentation of incidents, troubleshooting activities, solutions, and known errors within the ITSM platform.
  • Communication:
    • Communicate effectively with technical and non‑technical users at all levels of the organisation.
    • Provide regular updates regarding incident progress, service requests, and problem resolution activities.
    • Create and maintain user guides, knowledge articles, and support documentation.
  • Attention to Detail:
    • Ensure incidents, requests, and changes are logged accurately with complete information.
    • Follow established IT support, security, and operational procedures.
    • Perform thorough troubleshooting and root‑cause analysis to identify and resolve issues effectively.
  • Problem Solving:
    • Apply strong analytical and troubleshooting skills to diagnose and resolve technical and application‑related issues.
    • Research, test, and implement solutions using available tools and resources.
    • Identify recurring issues and recommend service improvements, automation opportunities, and preventive measures.
  • Teamwork:
    • Collaborate closely with infrastructure, security, application support, development, and business teams.
    • Participate in knowledge‑sharing sessions and continuous improvement initiatives.
    • Support colleagues during high‑demand periods and contribute to cross‑training activities.
  • Service Desk & Operations Support:
    • Man…
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