IT Support Analyst; L1​/L2; Work From Home | Day Shift

The IT Support Analyst will provide responsive L1 and L2 technical support. The role will manage service-desk requests, remotely troubleshoot hardware, software, Microsoft 365, access and connectivity issues and coordinate escalations with internal IT personnel and third-party providers. The position will strengthen the internal IT function by delivering reliable user support, maintaining accurate systems and asset records and protecting access to organisational systems and data.

• Act as a first point of contact for IT support requests received through the shared support inbox, ticketing system and telephone channels.

• Log, categorise, prioritise and manage incidents and service requests through to resolution in accordance with agreed service levels and escalation procedures.

• Provide remote L1 and L2 troubleshooting for desktop and laptop hardware, Windows operating systems, approved software, peripherals, printers and related user issues.

• Support Microsoft 365 services, including Outlook, Teams, SharePoint and One Drive, and resolve access, synchronisation, configuration and user functionality issues.

• Diagnose and resolve common connectivity issues involving Wi‑Fi, local networks, VPN access, internet services and business telephony and elevate infrastructure issues where required.

• Use approved remote‑support tools and management agents to investigate issues, guide users and complete authorised changes on managed devices.

• Create, modify and disable user accounts and access permissions in line with approved requests, role requirements and least‑privilege security controls.

• Coordinate IT onboarding and offboarding activities, including account provisioning, access changes, device preparation, software deployment and timely removal of access.

• Install, configure and maintain approved applications, user profiles, endpoint settings and security controls in accordance with internal standards.

• Maintain accurate IT asset, device, software licence and configuration records and coordinate hardware preparation, replacement, delivery and return activities with onsite teams.

• Support access to CCTV applications, education systems and other authorised business platforms and elevate specialist system faults to the appropriate owner or vendor.

• Communicate clearly with users throughout the support lifecycle, provide practical instructions and confirm that service has been restored before closing tickets.

• Escalate complex, high‑risk or unresolved incidents to senior internal IT personnel or third‑party providers with complete diagnostic notes, evidence and actions already taken.

• Maintain knowledge articles, troubleshooting guides and standard operating procedures and identify recurring issues and service improvement opportunities.

• Other position‑level duties as they arise.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related discipline is essential.

• Minimum 3‑5+ years’ experience in an IT service desk, technical support, managed service provider or similar end‑user support environment is essential.

• Demonstrated L1 and L2 support capability across hardware, software, user access, connectivity and remote troubleshooting is essential.

• Strong working knowledge of Windows 10 and 11, Microsoft 365, Outlook, Teams, SharePoint and One Drive is essential.

• Experience administering Microsoft Entra  Azure Active Directory, Active Directory, Microsoft 365 user accounts, groups and permissions is essential.

• Experience with Microsoft Intune, endpoint management, software deployment, device compliance or comparable management platforms is highly regarded.

• Experience using ticketing systems, remote‑support tools and structured incident, request and escalation processes is essential.

• Sound knowledge…