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About the Role
We are seeking an IT Support Analyst to join our IT & Change team, serving as a primary contact for colleagues. This role involves providing hands-on 1st and 2nd line support to approximately 200 on-site colleagues and supporting a wider user base of 400. You will interact with senior and executive-level users, requiring strong communication and customer service skills alongside technical expertise. The role also focuses on improving IT services, processes, and user experience.
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 correct prioritization and management.
- Take ownership of tickets through to resolution, keeping users informed.
- Collaborate with Managed Service Providers, Third Line, and Information Security teams.
- 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.
- Utilize Jira Service Management (JSM) and other ITSM tools for logging, tracking, and resolving requests.
Requirements
- Strong experience in an IT Service Desk or IT Support environment, preferably in a predominantly office-based role.
- 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 is desirable.
- Experience administering JSM, particularly in relation to JML processes, is desirable.
Skills
- 1st and 2nd line troubleshooting
- Problem-solving
- Windows support
- MacOS support
- Microsoft 365 support
- Microsoft Office support
- Apple device support (iPhone, iPad, MacBook)
- Mobile phone support
- Tablet support
- Printer support
- Peripheral support
- Hardware installation and configuration
- Software installation and configuration
- Mobile Device Management (MDM)
- Jira Service Management (JSM)
- ITSM tools
- Communication skills
- Customer service
- Proactive attitude
- Willingness to learn
- Ownership
- ITIL Foundation
- Jira administration
- JML processes administration
Location
- London
Work Type
- Permanent
- Full Time
- Hybrid