IT Support Analyst

Department: IT & Change

Employment Type: Permanent - Full Time

Location: London

Reporting To: Service Delivery Lead

Description

We're looking for an IT Support Analyst to join our IT & Change team and become a key point of contact for colleagues across the business.

As the 'face of IT' for our London office, you'll provide hands-on 1st and 2nd line support to around 200 colleagues on-site, as well as supporting our wider user base of around 400 colleagues across the business. You'll also have regular exposure to senior and executive-level users, so great communication and customer service are just as important as your technical skills.

Helping colleagues resolve IT issues quickly and effectively, you will also be working behind the scenes to improve our services, processes and overall user experience.

Whilst this is hybrid working role, you will work approximately 3 days per week in our London office, with flexibility required where needed.

Key Responsibilities

• Provide 1st and 2nd line IT support to colleagues, including executive-level users.
• Run the London Tech Bar, providing face-to-face support and troubleshooting.
• Triage, investigate and resolve incidents and service requests, ensuring they are correctly prioritised and managed.
• Take ownership of tickets through to resolution, keeping users informed along the way.
• Work closely with Managed Service Providers, Third Line and Information Security teams where required.
• Support the full Joiner, Mover, Leaver (JML) process, including account creation, access permissions and equipment.
• Set up, configure and maintain laptops, mobile devices and other IT equipment.
• Manage devices and user identities through Microsoft Entra and Apple Business Manager (ABM).
• Support Windows and Mac devices, Microsoft 365, iOS/Apple products, printers and other peripherals.
• Maintain accurate IT asset and inventory records, including the Asset Management Database.
• Use Jira Service Management (JSM) and other ITSM tools to log, track and resolve requests.

Skills, Knowledge & Expertise

You'll already have strong experience in an IT Service Desk or IT Support environment, preferably in a predominantly office-based role.

You'll also have:

• Strong 1st and 2nd line troubleshooting and problem-solving skills.
• Good knowledge of Windows, MacOS, Microsoft 365 and Microsoft Office.
• Experience supporting Apple devices, including iPhones, iPads and MacBooks.
• Experience supporting mobile phones, tablets, printers and other peripherals.
• Experience installing and configuring hardware and software.
• Familiarity with Mobile Device Management (MDM) solutions.
• Experience using service desk/ITSM tools, ideally Jira Service Management (JSM).
• Excellent communication skills and a genuine customer-focused approach.
• A proactive attitude, with a willingness to learn and take ownership.

ITIL Foundation would be desirable, as would experience administering JSM, particularly in relation to JML processes.