IT Support Analyst

University of the Arts London; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

University of the Arts London (UAL) is seeking an experienced 2nd Line IT Support Analyst for a site-based role within its Digital & Technology function. You will work closely with senior IT colleagues to provide expert desktop, laptop, and enterprise system support, ensuring reliable services across campus.

The role involves troubleshooting complex incidents, handling escalated requests from the IT Service Desk, and contributing to deployments, upgrades, and service improvement initiatives.

Qualifications

• 2nd Line IT Support experience in a large enterprise or multi-site environment.
• Experience with Windows and macOS environments, including OS deployment and hardware fault diagnosis.
• Experience with Active Directory, DHCP, DNS and core infrastructure services.
• Familiarity with ITIL-aligned service management processes (incident, problem, change).

Responsibilities

• Provide expert technical support across desktops, laptops and enterprise systems.
• Troubleshoot complex incidents and escalate requests from the IT Service Desk.
• Contribute to deployments, system upgrades and service-improvement initiatives.
• Collaborate with end users, academic and professional services teams and senior stakeholders.

Skills

2nd Line IT support

Windows/macOS

Incident management

Stakeholder liaison

Tools

Active Directory

DNS

DHCP

OS Deployment

ITIL

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.

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.

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

About you

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

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.