Workplace IT Support Analyst

• The Workplace IT Support – 1st Line is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction
• Serve as the first point of contact for IT support via Slack and ticketing system
• Log, categorise, prioritise, escalation, and resolve IT issues and service requests in line with SLAs
• Provide first-time fixes where possible and escalation unresolved issues to 2nd/3rd line support
• Communicate clearly with users regarding issue status and resolution times
• Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)
• Support Microsoft Windows and/or macOS operating systems
• Assist with Microsoft 365 applications
• Perform basic user account administration
• Support VPN, remote access, and basic connectivity issues
• Set up IT equipment for new starters (laptops, peripherals, access rights)
• Collect leavers equipment promptly
• Maintain accurate asset records and user documentation
• Follow IT security and access control procedures and keep documentation up to date
• Create and update knowledge base articles and support documentation
• Identify recurring issues and suggest improvements to systems or processes
• Adhere to ITIL-aligned service management practices
• This is a full-time, office-based role (Monday to Friday), covering business hours with occasional out-of-hours or on-call support where needed

Benefits

• Contributory pension
• Life assurance
• Health insurance through BUPA
• Our Employee Assistance Programme offers a 24/7 confidential advice line for health, bereavement and other areas of support
• 25 days holiday per year + your birthday off
• We are members of the cycle to work scheme
• We offer Season Ticket Loans
• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
• Interbank currency rates on travel money and international transfers
• Opportunities for progression, development and learning new skills

Skills

• Strong customer service and communication skills
• Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
• Experience with ticketing systems (e.g. Jira)
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
• Experience in an ITIL-based service environment
• Exposure to cloud platforms (Microsoft Azure / AWS)
• Knowledge of endpoint management tools (Intune / Jamf)
• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)

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