IT Support Analyst

Job description

The opportunity We are looking for an IT Support Analyst to play a key role in supporting our global workforce across multiple offices. You will troubleshoot and resolve a wide range of technical issues involving Microsoft 365, Intune, Windows devices, mobile technology, and business-critical applications, ensuring colleagues receive a responsive and professional support experience. While based in our London office, you will provide support to all users across the organisation, working in a hybrid model with around three days per week in the office. Key Responsibilities Act as the first point of contact for IT support requests. Manage incidents and requests through the service desk system. Diagnose and resolve hardware, software and Microsoft 365 issues. Support Windows laptops and mobile devices (iOS and Android). Provision and configure new user accounts, devices and access. Manage the end-to-end IT onboarding and offboarding process, including preparing and configuring laptops, provisioning accounts and access, delivering IT inductions, and ensuring a smooth user experience from day one. Support office technology including meeting rooms, printers and AV equipment. Assist with IT projects and rollouts. Participate in device lifecycle management, including laptop builds, replacements, stock management and asset tracking. Support user access management, including password resets, MFA setup and troubleshooting, and permission requests. Requirements Strong customer service and communication skills (user-facing role). Microsoft 365 administration and troubleshooting experience. Entra/AD experience Intune-managed device support (laptops and mobiles). Ability to work independently and own tickets through to resolution. Excellent troubleshooting and analytical skills. Comfortable supporting both in-office and remote users. Ability to communicate technical information to non-technical users. Desirable Experience Microsoft Intune MFA (Microsoft Authenticator) Autopilot deployments Microsoft Defender SharePoint administration Cyber security awareness