IT Support Analyst: 1st/2nd Line | Remote & On-site

Exact Sourcing Limited

Brighton

Hybrid

GBP 26,000 - 38,000

Full time

2 days ago

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Job summary

Exact Sourcing Limited, operating just outside Cambridge, is seeking an IT Support Analyst to join their team. The role focuses on delivering high-quality 1st and 2nd line support to clients, triaging incidents and escalating where needed to meet SLAs.

You will install, configure and maintain end-user devices (Windows, macOS, mobile) and oversee software updates, patching and Intune/AD MGMT, while ensuring GDPR compliance and security best practices.

Qualifications

Experience providing 1st/2nd line IT support to end users.
Ability to triage incidents and meet SLAs.
Experience with Microsoft 365 administration and device management.

Responsibilities

Process incoming tickets via portal, email, and phone; triage, troubleshoot and resolve or escalate.
Provide 1st and 2nd line IT service delivery to local and national users, remote and on-site.
Install, configure and maintain end-user devices and software; manage updates and patching.
Administer Microsoft 365, Active Directory, Group Policy and Intune day-to-day.
Monitor backups and endpoint protection; perform routine health checks and run preventive maintenance.
Adhere to cybersecurity policies, GDPR, health and safety and acceptable use policies.
Build strong relationships with internal teams and clients to support a service-first culture.
Carry out other tasks as required by management.