IT Support Analyst — 1st/2nd Line, Onsite 4 Days, AI-Driven

Bionical Health; East Midlands; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Bionical Health is seeking an IT Support Analyst to be the main IT contact across the business. This 1st and 2nd line role will handle tickets, perform hands-on fixes, and manage device builds while collaborating with third-party suppliers.

The role embraces AI-assisted diagnosis and knowledge base updates to improve service quality. You will cover a broad range of tasks, from password resets and printing issues to Entra ID, Intune and collaboration tools, with 4 days on-site work per week as

Qualifications

• Recent, relevant service desk or IT support experience covering both 1st and 2nd line.
• Confident on the phone, with a calm manner when users are frustrated.
• Strong working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive.
• Experience administering Entra ID (Azure AD) and Active Directory, including groups, licensing and MFA.
• Experience of endpoint management and device builds, ideally with Microsoft Intune.
• Experience using an IT service management tool to log, manage and report on tickets.
• Practical experience of using AI tools at work, with a sensible view of where they help and where they do not.
• A genuine customer service mindset and the patience to explain things without jargon.
• Someone who takes ownership and follows through without needing to be chased.

Responsibilities

• Acting as the first point of contact for IT enquiries by phone, email, the service desk portal, Teams and in person.
• Logging, prioritising and owning tickets through to a proper close, working within agreed SLAs.
• Fixing 1st line issues at the point of contact: accounts and MFA, Microsoft 365 and Teams, printing, VPN and connectivity, mobiles and everyday application queries.
• Taking on 2nd line work: Entra ID and Active Directory, Intune and endpoint policy, Exchange Online and shared mailboxes, SharePoint and Teams permissions, licensing, device build issues, and faults that need real investigation.
• Supporting the IT side of joiners, movers and leavers, from account and licence provisioning and device builds through to disabling accounts, recovering hardware and reclaiming licences on time.
• Keeping the asset database and CMDB accurate, and managing device builds, patching and refresh cycles across the estate.
• Supporting the mobile and SIM estate.
• Using AI tools day to day to speed up diagnosis, triage and research, and to keep the knowledge base current.
• Writing user guides and knowledge articles in plain English so colleagues can help themselves.
• Working with third-party suppliers and holding them to agreed response times.
• Spotting recurring issues and raising them as problems instead of fixing the same thing over and over.

Skills

1st & 2nd line IT support

Microsoft 365 administration

Entra ID / Azure AD

Active Directory

Intune

IT service management

AI tools at work

Customer service mindset

Ownership & follow-through

Tools

Intune

PowerShell

Power Automate

Microsoft Graph

Job description

Bionical Health is seeking an IT Support Analyst to be the main IT contact across the business. This 1st and 2nd line role will handle tickets, perform hands-on fixes, and manage device builds while collaborating with third-party suppliers.

The role embraces AI-assisted diagnosis and knowledge base updates to improve service quality. You will cover a broad range of tasks, from password resets and printing issues to Entra ID, Intune and collaboration tools, with 4 days on-site work per week as