About this role
We’re looking for an IT Support Analyst to join our IT & Change team and become a key point of contact for colleagues across the business. As the ‘face of IT’ for our London office, you’ll provide hands-on 1st and 2nd line support to around 200 colleagues on-site, as well as supporting our wider user base of around 400 colleagues across the business. You’ll also have regular exposure to senior and executive-level users, so great communication and customer service are just as important as your technical skills. Helping colleagues resolve IT issues quickly and effectively, you will also be working behind the scenes to improve our services, processes and overall user experience. Whilst this is hybrid working role, you will work approximately 3 days per week in our London office, with flexibility required where needed. Provide 1st and 2nd line IT support to colleagues, including executive-level users. Run the London Tech Bar, providing face-to-face support and troubleshooting. Triage, investigate and resolve incidents and service requests, ensuring they are correctly prioritised and managed. Take ownership of tickets through to resolution, keeping users informed along the way. Work closely with Managed Service Providers, Third Line and Information Security teams where required. Support the full Joiner, Mover, Leaver (JML) process, including account creation, access permissions and equipment. Set up, configure and maintain laptops, mobile devices and other IT equipment. Manage devices and user identities through Microsoft Entra and Apple Business Manager (ABM). Support Windows and Mac devices, Microsoft 365, iOS/Apple products, printers and other peripherals. Maintain accurate IT asset and inventory records, including the Asset Management Database. Use Jira Service Management (JSM) and other ITSM tools to log, track and resolve requests.