IT Support Analyst (1st/2nd Line)

OneSchool Global; Coventry; Remote; GBP 26,000 - 38,000; Full time

Job summary

OneSchool Global UK is seeking an IT Support Analyst to join our busy IT team across 23 campuses and our Regional Support Office in Warwick, moving to Coventry (CV7) in 2026. The role covers first and second line support, plus deployment and onboarding tasks, ensuring a smooth, secure IT experience for staff and students.

You will troubleshoot a broad range of hardware and software, support Microsoft 365 services, and help maintain campus technology with a strong customer-focused approach.

Qualifications

• Experience in 1st/2nd line IT support in a busy environment.
• Strong Windows OS and Microsoft 365 support knowledge.
• Clear communication with non-technical users.

Responsibilities

• Provide 1st and 2nd line IT support via phone, email, and service desk.
• Troubleshoot hardware, software, device, and connectivity issues.
• Support Microsoft 365 technologies including Azure AD, Exchange, and Intune.
• Set up laptops, desktops, mobile devices, and peripherals.
• Assist with onboarding/offboarding and access management.
• Support classroom and campus technology and devices.
• Manage incidents through to resolution and document actions.

Skills

Troubleshooting

Customer focus

Communication

Prioritisation

Teamwork

Problem solving

Work under pressure

Tools

Azure AD

Exchange

Intune

Microsoft 365

Job description

At OneSchool Global UK, we're looking for an IT Support Analyst to join our friendly and collaborative IT team, supporting colleagues and students across 23 campuses and our Regional Support Office.

This is a fantastic opportunity for someone who enjoys variety, problem solving, and helping people get the most from technology. Working as part of our busy helpdesk team, you'll provide first and second line support across a wide range of systems, devices, and technologies, ensuring a positive experience for users and keeping our campuses connected and operational.

No two days are quite the same. From resolving day-to-day technical issues and supporting Microsoft 365 services, to setting up devices, assisting with projects, and providing face-to-face support, you'll play an important role in delivering a high-quality IT service across the organisation.

The role is based full-time at our Regional Support Office in Warwick, we are due to move to Coventry(CV7), in 2026.

What You'll Be Doing

• Providing first and second line IT support via phone, email, remote support tools, and our service desk system.
• Troubleshooting and resolving a broad range of hardware, software, device, and connectivity issues.
• Supporting Microsoft 365 technologies, including Azure AD, Exchange, and Intune.
• Setting up and maintaining laptops, desktops, mobile devices, and peripherals.
• Assisting with user onboarding and offboarding, including account creation, device deployment, and access management.
• Supporting classroom and campus technology, including printers, AV equipment, and end-user devices.
• Managing incidents and service requests through to resolution, keeping users informed along the way.
• Contributing to IT projects, system upgrades, and technology rollouts.
• Maintaining clear documentation and helping to develop knowledge base resources.
• Escalating complex issues to senior members of the team where appropriate.

About You

We're looking for someone who combines strong technical skills with a customer-focused approach.

You will have experience in a 1st or 2nd line support role and enjoy working in a fast-paced environment where you can make a real difference to users every day.

You’ll also bring:

• Strong troubleshooting and problem-solving abilities.
• Experience supporting Windows operating systems and Microsoft 365 environments.
• Working knowledge of technologies such as Azure AD, Exchange, and Intune.
• Excellent communication skills and the ability to explain technical issues clearly to non-technical users.
• A proactive approach, taking ownership of issues and seeing them through to resolution.
• The ability to manage competing priorities and work effectively both independently and as part of a team.
• A willingness to learn, develop, and adapt to new technologies.
• A professional approach with a commitment to data security, safeguarding, and excellent customer service.