1st/2nd Line IT Support Analyst — Hybrid, West London

Young&s Employment Services Ltd; Greater London; On-site; GBP 33,000 - 39,000; Full time

Job summary

Young&s Employment Services Ltd is seeking an IT Support Analyst to provide 1st/2nd line support across internal users and IT infrastructure from our West London site. The role emphasizes customer-focused technical resolution and proactive problem solving within a small team.

You will handle user requests, manage device setups, support mobility devices with Intune, and contribute to IT projects while ensuring service levels and documented processes are maintained.

Qualifications

• Two years' experience in a similar IT support role.
• Strong administration experience across Microsoft 365 in a hybrid environment.
• Experience with Windows Server roles and services (AD DS, Group Policy, DHCP, DNS).
• Experience configuring and supporting mobile devices (iOS/Android) using Intune and related tools.

Responsibilities

• Provide first- and second-line support to internal users, balancing technical resolution with good customer experience.
• Log, prioritise and manage requests, aiming for first-time fix where possible.
• Identify issues and route to appropriate technical teams while monitoring SLAs.
• Troubleshoot PC and laptop issues via phone, remote tools, and desk-side support.
• Manage new-starter and leaver processes.
• Configure company mobile phones across iOS and Android.
• Support OT including VoIP and manufacturing equipment with external suppliers as needed.
• Manage antivirus upgrades and weekly endpoint scans.
• Maintain clear IT documentation.

Skills

Customer focus

Problem solving

Clear communication

Tools

Microsoft 365

Intune

Exchange Online

SharePoint

Teams

Entra

Intune monitoring

Autopilot

Apple Business Manager

VMware ESXi

Job description

Young&s Employment Services Ltd is seeking an IT Support Analyst to provide 1st/2nd line support across internal users and IT infrastructure from our West London site. The role emphasizes customer-focused technical resolution and proactive problem solving within a small team.

You will handle user requests, manage device setups, support mobility devices with Intune, and contribute to IT projects while ensuring service levels and documented processes are maintained.