IT Support Analyst

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