IT Support Analyst

About the Company

This organisation relies on technology to enable its people to work effectively and securely. IT is viewed as a core operational function, not a reactive service. The company supports a modern workplace environment, often including remote or hybrid working, cloud-based systems, and a strong focus on security and reliability.

The culture values responsiveness, professionalism, and continuous improvement. IT Support Analysts are trusted partners to the wider business, supporting both day-to-day operations and longer-term technology initiatives.

Typical benefits include structured working hours, training opportunities, exposure to a wide range of systems, and clear career progression within IT operations.

The Role

As an IT Support Analyst, you will be responsible for providing first- and second-line support to users, ensuring systems, devices, and applications function reliably. You will handle incidents, service requests, and changes, helping to minimise disruption and maintain a secure, efficient IT environment.

The role combines technical knowledge with strong service delivery, requiring both hands-on problem solving and clear communication.

Key Responsibilities

• Respond to IT support tickets and service requests
• Troubleshoot hardware, software, and connectivity issues
• Manage user accounts, permissions, and access controls
• Support onboarding and offboarding processes
• Maintain and configure laptops, desktops, and mobile devices
• Escalate complex issues to specialist teams or third-party providers
• Document procedures and common fixes
• Assist with patching, updates, and routine maintenance

What We’re Looking For

• Solid understanding of desktop, laptop, and cloud-based systems
• Experience supporting users in a business environment
• Strong customer service and communication skills
• Organised approach to prioritising tasks and incidents
• Awareness of security and data protection best practices
• Willingness to learn and adapt as systems evolve

Tools & Environment

Typical tools include:

• Microsoft 365 or Google Workspace
• Device management platforms
• Ticketing and asset management systems
• Basic networking and troubleshooting tools
• Endpoint security software

How Success Is Measured

• Speed and effectiveness of issue resolution
• User satisfaction and feedback
• Accuracy of system administration tasks
• Reduction in recurring support issues
• Quality of documentation and process adherence

Benefits & Progression

This role provides a strong foundation for careers in systems administration, IT operations, or cyber security. Benefits often include training support, stable working patterns, flexible working options, and clear internal progression routes.