IT Support Analyst

University of the Arts London; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

University of the Arts London is seeking a proficient 2nd Line IT Support Analyst for a site-based role within the Digital & Technology function. The position requires a consistent on-site presence, working closely with senior IT colleagues to provide expert support across desktop, laptop and enterprise systems.

You will collaborate with end users, academic and professional services teams, and stakeholders to troubleshoot complex incidents, contribute to deployments and system upgrades, and

Qualifications

• Experience in a 2nd line IT support role within a large enterprise or multi-site environment.
• Proficiency in Windows and macOS, including OS deployment, configuration, hardware maintenance and fault diagnosis.
• Experience with Active Directory, DHCP, DNS and core network services.
• Familiarity with ITIL-aligned service management processes (incident, problem, change).

Responsibilities

• Provide advanced technical support across desktop, laptop and enterprise systems.
• Collaborate with end users and senior stakeholders to resolve escalated requests.
• Contribute to deployments, system upgrades and service improvement initiatives.
• Support day-to-day operations and inform longer-term technology decisions.

Skills

2nd Line Support

Windows

macOS

ITIL

Tools

Active Directory

DNS

DHCP

Job description

This is a high-impact opportunity for an experienced 2nd Line IT Support Analyst to take a leading, site-based role within the University of the Arts London’s Digital & Technology function.

This position requires a consistent on-site presence and is not offered on a hybrid or remote basis.

As an IT Support Analyst, you will work closely with senior IT colleagues and service leads to provide expert technical support across desktop, laptop, and enterprise systems, ensuring IT services are reliable, sustainable, and aligned with the University’s operational and strategic objectives.

You will collaborate directly with end users, academic and professional services teams, and senior stakeholders across the University, providing advanced technical support, troubleshooting complex incidents, and resolving escalated requests from the IT Service Desk. This includes contributing to deployments, system upgrades, and service improvement initiatives.

Your work will directly support day-to-day operations and inform longer-term technology decisions, including infrastructure improvements, software rollouts, and the evaluation of new tools and services to enhance user experience and efficiency.

Your profile

Experience

• Working in a 2nd Line IT Support role within a large enterprise or multi-site environment
• Windows and macOS environments, including OS deployment, configuration, hardware maintenance, and fault diagnosis using command line tools
• Supporting Active Directory, DHCP, DNS, and other core infrastructure and network services
• Working within an ITIL-aligned service environment, following incident, problem, and change management processes

To be considered for this role, a satisfactory Basic DBS check is required in addition to our standard pre-employment checks.

If you have any general questions or have accessibility needs, please contact [e-mail]

UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.