Full job descriptionWe are looking for an experienced IT Support Analyst to join our client’s Technology & Operations team. This is an exciting opportunity to work in a fast-paced, technology-driven environment, providing high-quality IT support across the business.
You’ll play a key role in ensuring users receive responsive technical support, working alongside external IT partners to resolve issues efficiently while helping maintain a modern Microsoft-based infrastructure.
This role is ideal for someone who enjoys problem solving, thrives under pressure, and takes pride in delivering excellent customer service.
Key Responsibilities
*Provide 1st and 2nd line IT support to end users across the business.
*Triage, prioritise and manage support requests through to resolution.
*Escalate complex issues to third-party support providers where required.
*Act as the primary day-to-day liaison with outsourced IT support teams.
*Support the administration and maintenance of Microsoft 365 services, including Azure Active Directory, Microsoft Teams, SharePoint and Intune.
*Manage user accounts, onboarding and offboarding processes.
*Support user access across business applications and Single Sign-On (SSO) platforms.
*Maintain accurate documentation of incidents, resolutions and IT assets.
*Manage mobile device provisioning and connectivity.
*Troubleshoot hardware, software and networking issues.
*Respond quickly to critical incidents to minimise disruption.
*Work collaboratively with internal technology teams to improve systems and processes.
*Contribute to the continual improvement of IT documentation and support procedures.
About You
We’re looking for someone who is technically capable, customer-focused and enjoys working in a collaborative environment.
Essential Skills & Experience
*Minimum of 3 years’ experience in an IT Support or Service Desk role.
*Strong troubleshooting skills across Windows and macOS environments.
*Excellent customer service and communication skills.
*Experience supporting Microsoft 365 and Azure environments.
*Knowledge of Multi-Factor Authentication (MFA), Conditional Access, user account administration and Microsoft Office applications.
*Good understanding of networking fundamentals, including VPN, DNS, TCP/IP and firewalls.
*Experience working with an IT Service Management (ITSM) platform such as HaloITSM or similar.
*Familiarity with email security and endpoint management solutions.
*Strong organisational skills with excellent attention to detail.
*Passion for learning new technologies and improving processes.
*Ability to prioritise workloads and manage multiple tasks.
Desirable
*Experience with Microsoft Intune.
*Experience with Microsoft Entra ID (Azure AD).
*Experience with Fortinet, Jamf, Mimecast or similar enterprise technologies.
*Microsoft certifications such as MS-900, AZ-900, MD-102 or equivalent.
What We Offer
*Opportunity to work with modern cloud technologies.
*Supportive and collaborative team environment.
*Ongoing training and professional development.
*Exposure to a wide range of enterprise technologies.
*A varied role where no two days are the same.