Workplace IT Support Analyst

Join our team as a Workplace IT Support Analyst, where you will provide first-level technical support to end users, ensuring efficient logging, triaging, and resolution of issues and service requests. You will be the primary point of contact for IT-related issues, playing a critical role in maintaining business continuity and user satisfaction. This is a full-time, office-based role with various benefits, including a contributory pension, health insurance, and opportunities for progression and development.

We believe that certain skills are essential to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable; we understand that and will still welcome your application

Responsibilities

• Serve as the first point of contact for IT support, logging, categorizing, prioritizing, escalating, and resolving IT issues and service requests.
• Troubleshoot hardware, software, and network issues, providing first-time fixes where possible and escalating unresolved issues to higher-level support.
• Maintain accurate asset records and user documentation, create and update knowledge base articles and support documentation.

Requirements

• 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)

Preferred

• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)