IT Support Analyst

IT Support/IT Service Desk Analyst will act as the first point of contact for IT support requests and incidents, providing effective and efficient technical assistance across the organisation. This role requires strong communication skills, a proactive approach to problem-solving, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

• Serve as the initial point of contact for IT support requests and incidents.
• Prioritise, manage, and resolve Service Desk calls, escalating issues when necessary.
• Investigate and troubleshoot technical problems across various systems and devices.
• Communicate clearly with users at all levels, translating technical issues into plain language.
• Create and manage user accounts across multiple systems.
• Monitor and release quarantined emails through mail-sweeping tools.
• Support the setup and maintenance of secure remote working environments.
• Develop and maintain accurate and up-to-date Service Desk documentation.

Technologies and Tools Supported

• Dell laptops and Windows 11
• Microsoft 365 Suite
• Two-Factor Authentication tools
• BigHand Digital Dictation
• iManage Work10 (Document Management System)
• iOS mobile devices

Candidate Requirements

• A minimum of 12 months' experience in IT Support or Service Desk, ideally within the Legal, Financial, or Professional Services sectors ideal
• Strong working knowledge of Microsoft Windows and Microsoft Office applications.
• A good understanding of audio/visual technologies.
• Excellent problem-solving skills and a focus on continuous improvement.
• Strong communication and interpersonal abilities, with the confidence to explain technical concepts clearly.
• A proactive, security-conscious approach to IT support.
• A flexible, team-oriented attitude and a willingness to assist across a broad range of tasks.
• A full UK driving licence is desirable but not essential.