Service Support Analyst

Job Title:

Service Support Analyst (Level
2)
Salary: £40k DoE

Location:

Aylesbury, with hybrid working

A growing organisation is seeking a Service Support Analyst to provide first- and second-line IT support across the business. This role is responsible for ensuring reliable IT services, supporting end users, and contributing to the ongoing improvement of systems, security, and service delivery.

Key Responsibilities

Provide 1st and 2nd line IT support across incident, problem, change, and service request management (aligned to ITIL practices).
Log, prioritise, troubleshoot, and resolve technical issues; escalate to third-party providers where required.
Support and maintain Microsoft cloud technologies, including Microsoft 365, Teams, Exchange Online, One Drive, SharePoint, and Azure Virtual Desktop.
Install, configure, and support laptops, desktops, printers, meeting room technology, and remote working setups.
Manage user lifecycle processes (joiners, movers, leavers) and system access controls.
Monitor and respond to cyber security alerts and email security controls, ensuring compliance with internal policies.
Maintain accurate hardware and software inventories.
Work closely with external IT suppliers and monitor their performance against service expectations.
Assist with technology rollouts, including user communication, training, and support.
Conduct risk assessments on incidents and escalate issues appropriately.
Perform information security and data protection checks.
Communicate effectively with non-technical stakeholders, providing clear updates on IT services.

Skills & Competencies

Strong troubleshooting and problem-solving abilities.
Clear communication skills (technical and non-technical).
Ability to manage multiple priorities and work under pressure.
High attention to detail and strong organisational skills.
Ability to work independently and collaboratively within a team.
Proactive approach with a willingness to learn and develop.
Understanding of change management and IT service processes.
Awareness of cyber security best practices.

Experience & Qualifications

Essential:

Experience supporting Microsoft Azure and Microsoft 365 environments.
Proven experience in a customer-facing IT support role.

Desirable:

Degree in Computer Science or related discipline (or equivalent experience).
Microsoft 365 certifications (e.g., Fundamentals or Administrator).
Knowledge of IT infrastructure, ITIL methodology, and information security practices.

Salary & Benefits

Salary up to £40,000 (depending on experience).
Discretionary bonus (up to 15%).
28 days annual leave plus bank holidays.
Pension with employer contributions up to 10%.
Life assurance (4x salary).
Employee wellbeing support, training opportunities, and additional perks (e.g., volunteering leave, discounts, health initiatives).Working Arrangements

Full-time, permanent role (35 hours per week).
Primarily office-based, with limited flexible/home working options available depending on role and performance.

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