IT Support Analyst

University of the Arts London; Greater London; Hybrid; GBP 32.000 - 52.000; Vollzeit

Zusammenfassung

University of the Arts London seeks an experienced 2nd Line IT Support Analyst for a site-based role within its Digital & Technology function. The role requires on-site presence and close collaboration with senior IT colleagues and service leads across desktop, laptop and enterprise systems.

You will troubleshoot complex incidents, support AV needs, and contribute to deployments, upgrades and service improvements to enhance user experience and efficiency across the University.

Qualifikationen

• 2nd line IT support in a large enterprise or multi-site environment.
• Windows and macOS OS deployment, configuration and fault diagnosis.
• Active Directory, DHCP, DNS and core infrastructure support.
• ITIL-aligned incident, problem and change management.
• AV support experience.

Aufgaben

• Provide advanced technical support across desktop, laptop and enterprise systems.
• Troubleshoot complex incidents and escalate where required.
• Contribute to deployments, system upgrades and service improvements.
• Collaborate with end users, academic and professional services teams and stakeholders.

Kenntnisse

2nd Line IT Support

Windows support

macOS support

Active Directory

DHCP/DNS configuration

ITIL processes

AV support

Jobbeschreibung

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

Experience

• Working in a 2nd Line IT Support role within a large enterprise or multi-site environment supporting and administering
• Windows and macOS environments, including OS deployment, configuration, hardware maintenance, and fault diagnosis using command line tools
• AV support experience
• 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