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IT Support Analyst

IT Support Analyst - £30,000 to £35,000 - Hybrid working - London

The IT Support Analyst will be joining a leading advisory firm, being responsible for providing effective first point of contact support to a demanding user base in London and international offices to deliver a fast, efficient, friendly service and create an exceptional customer experience. The role requires quick response to resolve incidents and requests or escalate appropriately if needed, whilst working as part of a team responsible for all IT service-related work. It will be supporting predominantly in EMEA offices but helping in US and Asia when required.

Key Responsibilities:

  • Managing incidents and requests directed at the service desk through a variety of channels: phone, email and walk ups.
  • Ensuring that correct processes are followed, and all tickets are logged with detailed information and catergorised correctly in the ITSM tool.
  • Providing technical support to end-users, investigating issues thoroughly and communicating technical instruction in a clear and concise manner to non-technical staff.
  • Regularly providing updates to incidents and requests and necessary and subsequently providing feedback to the end-user on outstanding issues and requests.
  • User and system administration tasks; password resets, creating/removing user objects, system access and editing distribution lists.

The Person:

  • Customer focused and able to provide an exceptional professional experience
  • Excellent communication skills, confident in both written and verbal
  • A self-starter who can provide high quality work unsupervised
  • Very organised and able to handle multiple requests
  • A team player who works well with colleagues
  • The ability to be flexible and adaptable within the role
  • Attention to detail and able to follow process

Key Skills

  • Active Directory administration
  • O365 administration
  • Logging ICT requests
  • Telephone support
  • Application support
  • Software installation
  • Windows 10 support
  • macOS knowledge
  • iPhone Support
  • Intune administration

Desirable Qualifications:

ITIL Foundation

Microsoft certifications (MCP, Cloud Fundamentals)

CompTIA certifications (A+, Network+, Server+)