IT Support Analyst

Millbrook Group Ltd; Southampton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Company Pension Scheme

Rewards scheme with 200+ perks

On-site Totton office

Job summary

Millbrook Group Ltd is seeking an enthusiastic IT Support Analyst to join our growing IT team in the UK. You will provide first-line support across a Microsoft-based environment and assist with second-line activities at multiple UK locations, including Totton.

In this hands-on role, you will resolve incidents, handle requests, prepare and ship IT equipment, and contribute to IT projects. Attendance at the Totton office is required, and occasional travel to other sites may be needed.

Qualifications

• Hands-on IT support experience from work, placement, or apprenticeship.
• Strong customer service and communication skills with users of varying technical ability.
• Ability to prioritise workload and manage multiple tickets.
• Familiarity with Microsoft 365, Active Directory or Entra ID.

Responsibilities

• Provide first-line IT support and handle tickets within SLAs.
• Troubleshoot issues involving Microsoft 365, Windows devices, email, printing and business apps.
• Prepare and ship IT equipment and maintain inventory records.
• Assist with IT projects and office moves as needed.

Skills

Customer service

Communication skills

Attention to detail

Time management

Education

Relevant IT degree or apprenticeship

Tools

Microsoft 365

Active Directory

Entra ID

Intune

Windows OS

Job description

We are looking for an enthusiastic IT Support Analyst to join our growing IT team. You will provide first-line support and assist with some second-line activities across a Microsoft-based environment, supporting colleagues at multiple UK locations.

Working as part of a collaborative team, you will resolve incidents, fulfil requests, prepare and ship IT equipment, and contribute to IT projects.

This role would suit either:

• An early-career IT professional or graduate with some hands‑on support experience, gained through work, a placement, an apprenticeship or similar, or
• An experienced IT Support Technician with around 2-3 years’ experience in a service desk or technical support environment.

This is a hands‑on role. Attendance at the Totton office is needed for device builds, stock management and equipment shipping, so applicants must live within reasonable travelling distance.

Once fully trained, you will join the out‑of‑hours on‑call rota. Occasional travel to other company sites and out‑of‑hours work may also be required for projects or maintenance.

Key Responsibilities

• End User Support
• Troubleshoot issues involving Microsoft 365, email, Windows devices, printing and business applications.
• Manage support tickets from initial diagnosis through to resolution, following agreed SLAs and escalation processes.
• Provide clear and professional remote and on‑site technical support.
• Maintain accurate ticket notes and contribute to technical documentation.

Microsoft 365 & User Administration

• Assist with Microsoft 365, Active Directory and Entra ID administration, including user accounts, password resets, mailboxes, access and group membership.

Device Management

• Configure, maintain and troubleshoot Windows laptops, desktops and mobile devices.
• Build and prepare equipment for new starters and replacement devices.
• Support the shipping and collection of IT equipment across the business.
• Maintain accurate asset and stock records.

Infrastructure & Security

• Assist with server, network and wireless infrastructure support.
• Perform routine maintenance and monitoring tasks under guidance from senior team members.
• Follow IT security policies and procedures and report security concerns or incidents promptly.
• Liaise with third‑party suppliers where needed to assist with issue resolution.

Projects & Continuous Improvement

• Support IT projects, including rollouts, office moves, refresh programmes and system upgrades.
• Suggest improvements to recurring issues and support processes.

• Experience of, or demonstrable knowledge in, supporting Microsoft 365, Active Directory or Entra ID, and user accounts.
• Good understanding of Windows desktop operating systems.
• Some hands‑on experience in an IT service desk or technical support environment, including use of a ticketing system.
• Good customer service and communication skills, remotely and in person, including explaining technical issues to non‑technical users.
• Basic knowledge of TCP/IP, DNS, DHCP, switching and wireless networking.
• Ability to manage your own workload and prioritise effectively.
• Full UK driving licence and access to a vehicle for occasional travel between company locations.

Desired Skills

• Experience with Microsoft Intune or another endpoint management platform.
• Experience supporting Microsoft Teams, Android or iOS devices.
• Experience working in a multi‑site environment.
• Exposure to server, network or infrastructure support.
• Relevant IT qualifications, such as a degree, apprenticeship or industry certifications (CompTIA, Microsoft, etc.).

What we can offer you?

• 40 hours per week, Monday and Friday 08:00-17:00
• Company Pension Scheme
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

Our ambition at Millbrook Healthcare is to become the leading provider in the assisted living sector whilst ensuring our core company values ‘CARES’ remain unchanged. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You’ll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.

Care and respect for our colleagues and service users

Accountable and proud

Ready to learn and grow

Enhance our service users’ lives

Socially responsible, ethical and transparent

This role is working in a regulated activity and may be subject to an enhanced DBS disclosure and social media screening.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community