Information Technology Support Analyst

Job Title: IT Support Analyst

Job Type: Permanent / Hybrid (3 days on site)

Our client, a leading professional services organisation, is seeking an IT Support Analyst to join their internal technology team. This role will provide high-quality technical support to end users, ensuring the smooth operation of IT services and maintaining excellent customer service standards across the business.

Job Responsibilities

• Provide first-line and second-line technical support to employees via phone, email, remote support, and in-person assistance.
• Diagnose and resolve hardware, software, operating system, and peripheral issues in a timely manner.
• Manage the full lifecycle of support tickets, including logging, prioritisation, troubleshooting, resolution, and escalation where required.
• Support user account administration, including onboarding, offboarding, password management, and access requests.
• Configure, deploy, and maintain laptops, mobile devices, and related end-user technology.
• Assist with mobile device management and endpoint support across the organisation.
• Provide support for collaboration platforms, video conferencing solutions, and hybrid meeting environments.
• Maintain accurate technical documentation and contribute to the continuous improvement of knowledge base resources.
• Work closely with infrastructure, security, and wider IT teams to ensure efficient service delivery.
• Participate in service improvement initiatives and contribute to maintaining agreed service levels.

Experience Required

• Minimum 2+ years' experience in an IT Support, Service Desk, or Desktop Support role.
• Previous experience working within a corporate, professional services, or fast-paced commercial environment.
• Strong knowledge of Microsoft Windows operating systems and end-user computing technologies.
• Experience supporting Microsoft 365 applications and associated services.
• Proven troubleshooting skills across hardware, software, networking, and user access issues.
• Experience working with IT service management tools and ticketing systems.
• Understanding of service delivery principles and adherence to service level agreements (SLAs).
• Strong communication and customer service skills with the ability to engage effectively with users at all levels.
• Ability to manage multiple priorities and work effectively both independently and as part of a team.

Desirable Skills

• Experience with Microsoft Intune or other Mobile Device Management (MDM) platforms.
• Exposure to Microsoft Azure administration and cloud-based technologies.
• Knowledge of ITIL frameworks and best practice service management processes.
• Experience supporting collaboration platforms such as Microsoft Teams, Zoom, or similar technologies.
• Understanding of endpoint management, device provisioning, and automated deployment processes.
• Experience contributing to process improvement initiatives within an IT support function.

Educational Requirements

• Bachelor's degree or equivalent third-level qualification in Information Technology, Computer Science, or a related discipline.
• Relevant industry certifications such as Microsoft, CompTIA, ITIL, or similar would be advantageous.

Working Hours & Benefits

• Permanent full-time position.
• Hybrid working model available.
• Competitive salary package.
• Ongoing training and professional development opportunities.
• Modern and collaborative working environment.
• Career progression opportunities within a growing organisation.

HOW TO APPLY:

If you are interested in this role, please apply with your updated CV.