IT Helpdesk Analyst

Jobtailor; Greater London; On-site; GBP 28,000 - 42,000; Full time

Job summary

Jobtailor seeks an IT-focused professional to support the business IT function, manage cloud and SaaS platforms, and maintain Google Workspace and Microsoft 365 services.

You will provide Level 1 & 2 technical support, handle incidents to meet SLAs, and contribute to security and access management. Collaboration with vendors will be part of the role in a fast-growing environment.

Qualifications

• Proven experience in an IT support/engineering/analyst role.
• Experience scaling IT infrastructure and cloud services.
• Strong problem-solving and analytical skills.
• Excellent communication and user-first mindset.
• Hands-on with ITIL frameworks and service management tools.
• Relevant IT certifications (ITIL, CompTIA, Google, Microsoft, Cisco) are advantageous.

Responsibilities

• Support the IT function across the business operations.
• Oversee ongoing management of cloud and SaaS platforms.
• Administer Google Workspace and Microsoft 365 for performance and availability.
• Provide Level 1 & 2 technical support for software, hardware, and networks.
• Operate robust incident management and meet SLAs.
• Support IT security protocols and identity/access management.
• Liaise with third-party IT vendors and service providers.

Skills

ITIL

ServiceNow

Jira

Google Workspace

Microsoft 365

Cybersecurity

Cloud services

Communication

Tools

Jira

ServiceNow

Google Workspace

Microsoft 365

Job description

Support the IT function for the business and the wider business operations.

Ongoing system management of strategic IT platforms, including cloud and SaaS.

Administer and maintain Google Workspace, Microsoft 365 and collaboration tools ensuring availability and performance.

Provide Level 1 & 2 technical support, resolving software, hardware, and network issues.

Operate and maintain robust incident management and ensure adherence to SLAs.

Support and maintain IT security protocols, ensuring compliance with industry standards.

Support identity and access management, endpoint security, and secure networking solutions.

Manage relationships with third-party IT vendors and service providers.

Qualifications

• Proven experience in an IT support, engineering or analyst role, ideally in a fast-growing business (e.g., from 100 to 500+ employees).
• Experience with scaling IT infrastructure, cloud services, and enterprise IT systems.
• Strong problem-solving and analytical skills, with the ability to anticipate challenges before they arise.
• Excellent communication skills and a user-first mindset to ensure technology enables business success.
• Hands-on experience with ITIL frameworks, service management tools (e.g., Jira, ServiceNow), and cybersecurity best practices.
• Relevant IT certifications (e.g., ITIL, CompTIA, Google, Microsoft, Cisco) are advantageous.