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IT Support Analyst

Overview:

This is a 1st and 2nd line IT support role within the IT Service Desk team. The successful candidate will manage technical support requests, primarily via phone and occasionally in person, to ensure the seamless operation of IT services for business users. Experience with tools such as SCCM or equivalent device configuration management systems would be highly advantageous.

Key Responsibilities:

Primary Duties:

* Serve as the first point of contact for IT support through the Service Desk, managing and resolving incidents and requests logged via service management tools.

* Diagnose and resolve 1st and 2nd line technical issues wherever possible; escalate complex or unresolved problems to 3rd line support while keeping users informed of progress.

* Ensure all incidents and service requests are handled efficiently, thoroughly documented, and resolved with a strong focus on customer satisfaction.

* Adhere to established IT Service Management processes and advise users on how to interact effectively with the Service Desk.

* Provide on-site support where required and ensure compliance with IT security policies and procedures.

* Assist with software licensing management and preparation of IT operational reports as needed.

* Utilise device configuration management tools, such as SCCM, for software deployment and provisioning of end-user devices.

* Contribute to continuous improvement initiatives for IT services and processes.

Secondary Duties:

* Work collaboratively with senior IT team members to improve tools, processes, and user engagement.

* Support root cause analysis and resolution of recurring technical problems.

* Assist with IT projects, including hardware refreshes, provisioning, and user training on IT systems and solutions.

Ideal Candidate Profile:

Essential Skills & Experience:

* Proven experience in 1st and 2nd line IT support, including troubleshooting and resolving technical issues in hybrid or multi-office environments.

* Proficiency with Microsoft operating systems and applications (Windows 10, Office 2016+).

* Experience with service management tools for managing and resolving IT service tickets.

* Practical knowledge of device configuration and management tools, such as SCCM or similar platforms, for deploying and maintaining end-user devices.

* Familiarity with IT security best practices and communication technologies.

* Working knowledge of ITIL principles for service management.

Desirable Skills & Experience:

* Experience with Windows 11 and advanced ITIL certifications.

* Familiarity with the Halo service management tool and integration with platforms such as SharePoint.

* Experience training end-users on IT systems and contributing to continuous improvement initiatives.

* Knowledge of Office 365 Admin Portal and other Microsoft licensing tools.

Competencies:

* Strong problem-solving skills with a focus on customer satisfaction.

* Proactive, flexible, and results-driven, with the ability to manage priorities effectively.

* Excellent interpersonal and communication skills.

* Team-oriented yet able to work independently to resolve issues.

Employment Requirements:

* Eligibility for BPSS and SC clearance (existing SC clearance preferred).

* A valid UK driving licence is desirable for travel between locations.

Values and Behaviours:

* Uphold integrity and prioritise customer needs.

* Deliver on promises and take pride in your work.

* Build strong relationships, embrace flexibility, and encourage open feedback