IT Support Analyst

University of the Arts London; Greater London; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

University of the Arts London is seeking an experienced 2nd Line IT Support Analyst for a site-based role within the Digital & Technology function. The role requires full on-site presence and involves delivering advanced technical support across desktop, laptop, and enterprise systems to ensure IT services are reliable and aligned with the university’s objectives.

You will collaborate with end users, academic and professional services teams, and senior stakeholders to troubleshoot complex

Qualifications

• 2nd line IT support in a large enterprise or multi-site environment.
• Windows/macOS OS deployment, configuration, fault diagnosis using command line tools.
• 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.

Responsibilities

• Provide expert technical support across desktop, laptop, and enterprise systems.
• Collaborate with end users, academic and professional services teams, and senior stakeholders to troubleshoot incidents.
• Contribute to deployments, system upgrades, and service improvement initiatives.
• Inform longer-term technology decisions and tool evaluations to enhance user experience.

Skills

IT support experience

End-user support

Incident handling

Service desk collaboration

Tools

Windows

macOS

OS deployment

Active Directory

DHCP

DNS

ITIL processes

Command line

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.

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

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

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