IT Support Analyst

Job Title: IT Support Analyst

Corporate Title: Commensurate with skills and experience

Purpose of the role

The IT Support Analyst provides first-line and second-line support for end-user computing and core workplace technology, ensuring incidents, service requests and access issues are resolved quickly and professionally. The role owns day-to-day desktop support, workstation provisioning and endpoint hygiene for the London office, and provides remote support to colleagues in other locations as required. Success is measured by clear communication with users, accurate documentation, and timely resolution and escalation of issues.

Service expectations

• Respond to and progress incidents and service requests within agreed SLAs, escalating promptly when issues fall outside defined support boundaries.
• Provide reliable coverage during business hours and participate in the weekend on-call rotation, handing over clearly to ensure continuity.

Responsibilities and duties (including but not limited to)

• Provide first-line IT end-user support for our London office, with remote support for our other regions as required.
• Manage and maintain effective communication with end users in relation to logged service requests.
• Provision and maintain company workstations, VDIs, laptops, telephone systems, mobile phones, printers, AV equipment, and other hardware/software, including installation and relocation as required.
• Create, contribute to and maintain a knowledge base, documenting issues to support knowledge transfer.
• Maintain a healthy and secure environment by ensuring systems are compliant and up to date with patches.
• Maintain Corporate inventory of assets in relevant ITAM solution
• Participate in the weekend on-call rotation.
• Perform manual handling and lift equipment up to 20kg.

Education, Skills, and background

• 4+ years’ experience in an IT Support role using technologies relevant to the Corporate Technology stack, including (but not limited to) desktop and server virtualisation, VPN solutions, Windows Server administration, and Microsoft 365.
• Proven ability to work effectively independently and within a team using own initiative.
• Excellent communication skills, with strong writing and documentation skills.
• Ability to multitask and shift priorities as needed.
• Professionalism to support a 24/7 production environment
• Drive, passion, commitment, and attention to detail

Preferred

• Basic experience in scripting languages (PowerShell knowledge preferred)
• Experience with Microsoft 365, Windows 11 and macOS administration.
• Experience with Active Directory administration
• VMware experience creating basic virtual machines.

Working Arrangements

This is an office-based position located out of our London office, supporting users locally and remotely across multiple regions. Though travel may be required from time to time (including to other office locations), it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions / geographies including but not limited to EMEA, APAC and USA).

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