IT Support Analyst

The Opportunity

We are looking for an IT Support Analyst to support 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. Based in our London office, you will support all users across the organisation in a hybrid model (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.