Field Support Analyst

Willmott Dixon; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Willmott Dixon is seeking a Field Support Analyst to deliver on-site IT field support for our Interiors London Office, based in Farringdon. You will provide desk-side engagement, proactive maintenance, ServiceNow ticket management, and incident resolution to keep business operations running smoothly.

The role involves on-site presence from 08:00 to 16:30, Monday to Friday, supporting collaboration, meetings, and workplace technology across the London office.

Qualifications

• Experience with Windows 11 in an enterprise environment.
• Experience with Microsoft 365 administration.
• Active Directory and Microsoft Entra ID management experience.
• Experience supporting end-user devices, workplace tech and collaboration tools.
• Strong troubleshooting, communication and customer service skills.
• Experience with IT service management and ticketing platforms.

Responsibilities

• Provide responsive on-site and remote technical support, ensuring a high level of customer service and user satisfaction.
• Build strong relationships with colleagues and stakeholders, understanding their needs and delivering effective technology solutions.
• Diagnose, troubleshoot, and resolve hardware, software, network, and device-related issues in a timely manner.
• Work collaboratively with IT teams and third-party suppliers to resolve incidents, service requests, and major technical issues.
• Monitor and contribute to service performance against KPIs and SLAs, identifying opportunities for improvement.
• Maintain accurate documentation, including support procedures, knowledge articles, asset records, and technical run books.
• Ensure compliance with IT policies, processes, security standards, and audit requirements while supporting operational excellence.
• Proactively identify risks, recurring issues, and improvement opportunities, contributing to the continuous enhancement of IT services and end-user experience.

Skills

Windows 11 support

Microsoft 365 admin

Active Directory / Entra ID

End-user devices & collaboration tools

Troubleshooting & customer service

ITSM / ticketing platforms

Intune administration

Windows Autopilot

Teams Rooms

Strong communication

Job description

The Role

Willmott Dixon have an exciting opportunity for a Field Support Analyst to deliver an efficient and effective IT field support service to our Interiors London Office based in Farringdon.

The main purpose of this role is to provide a dedicated on-site IT presence within our London office, ensuring colleagues have the technology, support, and workplace services required to work effectively. You will do this through floor walking through the office, desk-side engagement, proactive maintenance where appropriate, ServiceNow ticket management and incident resolution so that you can identify and resolve issues before they impact business operations.

Our London office relies heavily on office-based collaboration, customer meetings, and workplace technology and to support these requirements the successful candidate will provide a consistent on-site presence between 08:00 and 16:30, Monday to Friday, This ensures that our technology services, meeting spaces, and user support are available from the start of the business day 5 days per week.

The Project

Key Responsibilities

• Provide responsive on-site and remote technical support, ensuring a high level of customer service and user satisfaction.

• Build strong relationships with colleagues and stakeholders, understanding their needs and delivering effective technology solutions.

• Diagnose, troubleshoot, and resolve hardware, software, network, and device-related issues in a timely manner.

• Work collaboratively with IT teams and third-party suppliers to resolve incidents, service requests, and major technical issues.

• Monitor and contribute to service performance against agreed KPIs and service level agreements (SLAs), identifying opportunities for improvement.

• Maintain accurate documentation, including support procedures, knowledge articles, asset records, and technical run books.

• Ensure compliance with IT policies, processes, security standards, and audit requirements while supporting operational excellence.

• Proactively identify risks, recurring issues, and improvement opportunities, contributing to the continuous enhancement of IT services and end-user experience.

Essential and Desirable Criteria

Essential

• Experience supporting Microsoft Windows 11 environments.

• Microsoft 365 support and administration experience.

• Active Directory and Microsoft Entra ID experience.

• Experience supporting end-user devices, workplace technology, and collaboration tools.

• Strong troubleshooting, communication, and customer service skills.

• Experience using IT Service Management and ticketing platforms.

Desirable

• ITIL Foundation Certification.

• Microsoft Intune administration experience.

• Windows Autopilot knowledge.

• Microsoft Teams Rooms experience.

Additional Information

Attributes:

• Customer focused and service driven.

• Proactive and solutions orientated.

• Strong communicator and relationship builder.

• Organised, resilient, and accountable.

• Committed to continuous improvement and professional development.

About Us

With over 170 years of rich history, Willmott Dixon’s purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.

Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe’s 1,000 best workplaces by the Financial Times in 2025. Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.