IT Support Analyst - 1st / 2nd Line Support

An exciting opportunity is available with a global brand for an IT Support Analyst to join a proactive and collaborative IT support team. This role is focused on delivering high-quality service and technical expertise, working closely with the IT team and other departments to support evolving IT needs. Responsibilities include supporting Microsoft 365, managing user identity and access, deploying hardware and software, overseeing unified communications, maintaining network infrastructure, managing virtual servers, and handling IT inventory.

Role and Responsibilities:

• Provide high-quality, customer-focused 1st and 2nd line technical support, diagnosing and resolving issues promptly or escalating when necessary, while managing service tickets within SLA
• Deploy and maintain laptops, PCs, and mobile devices using Windows Autopilot, Intune, and the Company Portal, ensuring compliance with company policies
• Administer user accounts, mailboxes, group policies, and licenses across Microsoft 365, Local AD, and Azure AD
• Set up and provision VOIP devices; support unified communications systems
• Collaborate with system administrators on network optimisation and cloud integration projects
• Ensure cost-effective IT procurement aligned with business requirements and maintain accurate IT asset records
• Create and update support documentation, including user guides, knowledge base articles, and communication updates for wider audiences
• Monitor and identify trends or recurring issues proactively, recommending improvements
• Enforce and support security protocols, adhering to a security-by-design approach

Essential Skills and Experience:

• Over two years of experience managing a service desk, with a strong customer-focused approach
• Skilled in Microsoft Intune, Entra, and M365, with a solid interest in cloud technologies, networking, and device maintenance
• Experienced in leveraging service desk platforms and AI agent technologies to enhance support efficiency

Desirable

• Experience managing devices and conferencing, including Poly equipment
• Infrastructure, Cloud, and IAAS knowledge
• Skilled in senior-level engagement and communication
• Print server/printer expertise, including Universal Print
• Proficient in Windows 11 and Server 2012+
• User identity/access: Microsoft Entra ID, Azure AD, MFA
• Familiar with ITSM (Freshdesk, Zendesk) and automation tools
• Networking: TCP/IP, DNS, DHCP, VPN
• Certifications: ITIL Foundation, CompTIA A+
• Experience with CIS or Cyber Essentials Plus frameworks

Package:

• Circa £40,000
• Bonus
• Excellent Benefits including pension, healthcare, private GP etc
• 3 days onsite (London City)
• 12 month fixed term contract initially