IT Support Analyst

Reed Technology; Manchester; On-site; GBP 33,000 - 44,000; Full time

Job summary

Reed Technology is seeking an IT Support Analyst to join our Manchester IT Operations team on site. You will ensure smooth operation of IT systems, provide high-quality end-user support, and contribute to IT initiatives in a fast-paced environment.

The role requires hands-on troubleshooting, strong customer service, and experience with Windows 10/11, Active Directory, Office 365, and both on‑premises and cloud environments. A bachelor's degree in IT and relevant certifications are preferred.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Certifications are preferred: CompTIA A+, Network+, Modern Desktop Administrator, ITIL Foundation.

Responsibilities

• Respond to service requests via ticketing system and provide deskside support.
• Troubleshoot and resolve day-to-day tickets promptly and effectively.
• Escalate complex issues to the next level as needed.
• Install, deploy, and manage desktops, laptops, tablets, and mobile devices.
• Onboard new hires with equipment and desk configuration.
• Maintain asset inventory and IT operation documentation.
• Support minor IT initiatives and participate in major IT projects.
• Liaise with vendors for contract support or warranty repairs.

Skills

Windows troubleshooting

Active Directory

Office 365

IT infrastructure

Customer service

Education

Bachelor's degree in Computer Science / IT

CompTIA A+ (preferred)

Network+ (preferred)

Microsoft Modern Desktop Administrator Associate (preferred)

ITIL Foundation (preferred)

Tools

Ticketing system

Job description

IT Support Analyst

Manchester (On site)

3 months+

(Apply online only) per day

An IT Support Analyst is required for our client who are based in Manchester. The successful candidate will join the IT Operations team and will be responsible for ensuring the smooth operation of IT systems, providing high-quality support to end users, and contributing to ongoing IT initiatives. This role requires hands-on troubleshooting, excellent customer service, and the ability to work effectively in a fast-paced environment.

Technical Skills

• Proficiency with Microsoft Windows 10/11, including troubleshooting, patching, and deployment.
• Hands-on experience with Active Directory, Office 365, and both on-premises and cloud environments.
• Familiarity with Microsoft Office suite and other client-side applications.
• Understanding of IT infrastructure, networking, and telecommunication fundamentals.

Key Accountabilities

End-User Support

• Respond to Service Requests via ticketing system and escalations and provide walk-up and deskside support.
• Troubleshoot and resolve day-to-day tickets effectively and efficiently.
• Promptly escape and redirect issues beyond purview or expertise to next level.

Device & Equipment Management

• Responsible for installation, deployment, troubleshooting, management and support of desktops, laptops, tablets, mobile devices, software, peripherals, telephony, and various equipment in the environment.
• Responsible for onboarding new hire computer & telephone assignments and desk configuration.
• Responsible for management and maintenance of asset inventory on an ongoing basis.

Documentation & Knowledge Management

• Responsible for creation and maintenance of IT operational documents: instructions, guidelines, reference sheets, etc.

Project & Initiative Support

• Responsible for minor IT initiatives/projects and participate in major IT initiatives/projects.
• Participate, engage and contribute in scheduled IT meetings.

Vendor & External Liaison

• Liaise with hardware and software vendors (or suppliers) for contract support or warranty repairs.

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Relevant technical certifications are preferred:
  • CompTIA A+
  • Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation (Service Management understanding)
• Substantial work experience in IT support or a similar technical support role.
• Proven experience in a Service Desk and/or IT Operations environment.

Soft Skills

• Strong verbal and written communication skills.
• Excellent interpersonal and customer service abilities.
• Creative problem solver with strong analytical and conflict-resolution skills.
• Ability to prioritise tasks, manage time effectively, and work well under pressure.