IT Support Analyst

IT Support Analyst

Final date to receive applications: 24 July 2026

Department: Corporate Services

Location: London

Compensation: £24,060 - £36,798 / year

Contract type/Duration: Permanent

Working hours: Full time (9 day fortnight company wide)

Band: 1.2

Salary: £24,060 to £36,798 (depending on office location and proven ability)

Reports to: IT Service Delivery Manager

Closing date: 10am 24th of July 2026

Provide friendly, effective and timely IT support to colleagues, ensuring incidents and service requests are logged, prioritised and resolved in line with agreed service levels. The role supports day‑to‑day IT operations across end‑user computing, collaboration tools and meeting room technology, and contributes to continuous improvement of IT service delivery.

• Utilise the IT Service Desk to log, triage, prioritise and resolve incidents and service requests within agreed SLAs.
• Provide desk‑side (concierge) and remote support for laptops, mobiles, peripherals and standard applications.
• Set up and maintain user accounts, access and group membership across Active Directory/Azure AD and related services, following joiner/mover/leaver processes.
• Build, configure and deploy laptops and mobile devices; manage enrolment and compliance using endpoint management tools (e.g., Autopilot, Intune/MDM).
• Support new‑starter onboarding (equipment provisioning, account setup, IT induction) and offboarding (account disablement, asset recovery) in a timely and auditable manner.
• Maintain the IT asset register, ensuring accurate tracking of devices, warranties and allocations.
• Support meeting rooms and AV, including video conferencing and hybrid meeting set‑ups with internal and external attendees.
• Monitor endpoint health (antivirus, encryption, backup profiles) and support remediation of security vulnerabilities in line with the IT Security Policy.
• Escalate major incidents, outages and security concerns appropriately to infrastructure and cyber security teams, providing clear diagnostics and updates.
• Contribute to knowledge base articles, standard operating procedures and continual service improvement initiatives.
• Undertake other reasonable duties required to support business operations and strategic objectives.

• Experience supporting Windows desktop environments (macOS support is a plus).
• Hands‑on experience building and supporting laptops and mobile devices, including software deployment and troubleshooting.
• Strong working knowledge of Microsoft 365 (Office, Teams, SharePoint) and common collaboration practices.
• User account administration experience (Active Directory and/or Azure AD), including access management and good security hygiene.
• Practical understanding of networking fundamentals (DNS, DHCP, routing) and client VPN troubleshooting.
• Experience supporting AV and video conferencing in meeting rooms and live events.
• Ability to diagnose issues logically, communicate clearly with non‑technical users, and manage workload against SLAs.

• Experience with ITSM tools (e.g., Fresh service/Freshdesk, Service Now or similar) and knowledge base management.
• Familiarity with Microsoft Intune, SCCM, Microsoft Defender and Bit Locker.
• Experience with Zoom (Meetings, Rooms, Webinars) and/or Microsoft Teams Rooms.
• Exposure to Microsoft Azure services and identity/security concepts.
• Email security administration experience (e.g., Mimecast) is beneficial.

• Degree in Computing/Computer Science (or similar) is desirable; relevant equivalent experience will be considered.
• ITIL Foundation (or similar service management qualification) is desirable.

• Customer‑focused, approachable and able to explain technical topics clearly.
• Organised and able to prioritise effectively in a busy service environment.
• Proactive problem‑solver who takes ownership through to resolution.
• Calm under pressure, with good judgement on when and how to escalate.
• Collaborative, willing to learn, and open to change and continuous improvement.
• Committed to security, confidentiality and following agreed processes.

• 9 day fortnight for everyone, every other Friday.
• 23.5…