It Support Analyst jobs in United Kingdom

The IT Support Specialist serves as the primary point of contact for day-to-day technical issues. This role combines hands-on problem-solving with the ability to triage and elevate complex issues appropriately. The successful candidate will balance independent troubleshooting with clear communication, ensuring rapid service restoration and user satisfaction.

• Handle service desk intake via phone, email, chat, and ticketing portal; log, categorize, prioritize, and resolve common issues within defined SLAs
• Manage email and account issues: password resets, multi‑factor authentication setup, mailbox configuration, distribution list changes, and email client troubleshooting
• Resolve connectivity problems: Wi‑Fi/LAN access issues, VPN client support, printer and peripheral connectivity, and basic network diagnostics
• Troubleshoot hardware and software: install approved applications, resolve OS errors, update drivers, diagnose startup issues, and support peripheral setup
• Execute on‑boarding and off‑boarding: provision user accounts, assign group memberships and permissions per standard templates, and deploy standard workstation images

• Diagnose issues systematically by gathering symptoms, reproducing problems, consulting FAQs and known errors, and isolating scope (user, device, network, or application level)
• Document tickets with precision: environment details, troubleshooting steps taken, logs and screenshots, impact assessment, and urgency level
• Apply clear escalation criteria for security incidents, outages, data loss, or configurations beyond Level 1 scope; route to specialized resources with complete context
• Communicate handoffs clearly to internal teams and vendors; set user expectations on next steps, timelines, and resolution status

• Perform website and platform maintenance: post content updates, verify links and media functionality, update plugins within policy, and test forms and newsletters
• Conduct routine system checks: monitor endpoint patch status, disk space utilization, antivirus alerts, backup completion, and service uptime pings
• Execute minor configuration tasks: update group memberships, printer mappings, email signatures, application settings, and user profiles per documented runbooks
• Maintain and enhance knowledge base: add how‑to guides and known issues for recurring Level 1 topics to reduce future resolution times

• Endpoints and Operating Systems: Windows and macOS fundamentals, user profiles, system updates, driver management, and common office hardware (laptops, docks, printers, scanners)
• Productivity Applications: Microsoft 365 and/or Google Workspace—mailboxes, calendars, file synchronization (OneDrive/Drive), collaboration tools (Teams/Meet), and client configuration
• Networking Fundamentals: TCP/IP and DNS/DHCP basics, Wi‑Fi troubleshooting, VPN client support, and simple connectivity diagnostics
• IT Service Management Tools: Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management), remote support platforms, and endpoint monitoring agents
• Security Awareness: Multi‑factor authentication setup, phishing reporting procedures, patch compliance checks, and least‑privilege user principles
• Web Platform Basics: Content management system (CMS) editing (e.g., WordPress, Wix, Squarespace), link and media verification, and basic plugin updates per policy

• Clear Communication: Ability to explain technical concepts in user‑friendly language; provide concise status updates and set realistic expectations
• Structured Problem‑Solving: Methodical diagnostic approach, use of checklists and runbooks, and ability to isolate and document issues before escalation
• Service Orientation: Patience, empathy, and professionalism under pressure; commitment to ownership through resolution
• Organization and Prioritization: Manage multiple concurrent tickets, meet service‑level agreements, and balance walk‑up support with queued work
• Documentation Discipline: Clear ticket writing, knowledge capture, and ability to contribute to internal runbooks and FAQ materials

• 1–3 years in helpdesk, desktop support, or first‑level support role; or strong internship/apprenticeship with demonstrated Level 1 exposure
• Hands‑on experience in small business or multi‑user IT environments preferred
• Track record of user‑facing support and ticket management

• CompTIA A+ or equivalent foundational IT certification
• ITIL Foundation (IT Service Management basics)
• Microsoft 365 Fundamentals or Google Cloud Associate Cloud Engineer Fundamentals

• Diploma or Associate Degree in Information Technology, Computer Science, or related field; or equivalent hands‑on experience demonstrating same competency