IT Support Analyst

Fruition Group; Glasgow; Hybrid; GBP 46,000 - 48,000; Full time

Job summary

Fruition Group in Glasgow is seeking an experienced IT Support Analyst to join the central technology function. This hybrid role supports users across our group of businesses, with on-site presence three days per week and a focus on delivering prompt, professional IT assistance.

You will handle 1st/2nd line support, manage incidents end-to-end, and work within ITSM processes, Microsoft 365 and Windows environments, ensuring high levels of customer service.

Qualifications

• Experience providing 1st/2nd line IT support and helpdesk services.
• Strong customer service and communication skills.
• Experience with identity and access management and ITSM tools.

Responsibilities

• Provide day-to-day technical support across desktop and Microsoft 365.
• Own incidents and service requests through to resolution.
• Work within ITSM processes and IAM workflows.

Skills

1st/2nd Line Support

Helpdesk

Desktop support

Microsoft 365

Windows

Identity and access management

ITSM

Halo

Customer service

Communication skills

Ticket ownership

Tools

Halo ITSM

Job description

Job Title: IT Support Analyst
Location: Glasgow / hybrid on site 3x per week
Duration: 6 months initially
Rate: c.£200 per day Inside IR35

We're looking for an experienced IT Support Analyst to join the central technology function of a long-established international organisation, supporting users across its group of businesses.

This is a hands-on 1st/2nd Line IT Support role, ideal for someone who enjoys working directly with end users, taking ownership of issues and providing a high level of customer service.

The role

You'll provide day-to-day technical support across desktop, endpoint, Microsoft 365 and Windows environments, taking ownership of incidents and service requests through to resolution wherever possible.

You'll also support with identity and access management and work within established ITSM processes.

What we're looking for:

• Strong 1st/2nd Line IT Support or Helpdesk experience
• Solid desktop and endpoint support experience
• Confident supporting Microsoft 365 and Windows
• Experience with identity and access management
• Experience working with ITSM and ticket management systems (Halo preferable)
• Strong customer service and communication skills
• Comfortable supporting end users directly and professionally
• A proactive approach to troubleshooting, with the ability to own tickets through to resolution

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.