IT Support Analyst — Customer‑Focused Tech Troubleshooter

Encore; Uxbridge; On-site; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Enhanced family leave provisions

Perkbox

Employee assistance Programme

Company sick pay

Employee referral scheme

Career path support

State-of-the-art technology

Global presence and opportunities

Long Service Programme

Private Healthcare after 12 months

Employee supported volunteering

Employee recognition scheme

Job summary

Encore in Uxbridge is seeking an IT Support Analyst to deliver World Class Service for end users across EMEA offices. You will monitor the support queue, manage incidents and requests, and provide frontline assistance via phone, remote tools, or on-site visits.

The role requires strong communication, a solid IT background, and the ability to work autonomously within a fast-paced environment. A clear career path and state-of-the-art technology access are provided.

Qualifications

• High school diploma or GCSE equivalent required.
• Experience as IT Support Analyst or similar.
• Good understanding of desktop, applications and operating systems.
• Experience with Windows, MacOS, Android and iOS.
• Knowledge of videoconferencing and telephony software.
• Familiar with ITIL service management principles.

Responsibilities

• Monitor IT support queue and assign calls.
• Respond to system alerts and incidents.
• Resolve incidents and requests within SLAs.
• Provide end-user support via phone, remote access or desk visits.
• Communicate effectively with users and IT teams.
• Escalate issues to maintain day-to-day efficiency.
• Operate in an organized, professional manner with users.

Skills

Excellent communication

Customer service

Analytical thinking

Problem solving

Ability to work autonomously

Education

High School Diploma or GCSE

Tools

Windows

MacOS

Android

iOS

Mitel

Crestron

Adobe Creative Suite

O365 / Microsoft 365

Intune

TeamViewer / MS Teams

Job description

Encore in Uxbridge is seeking an IT Support Analyst to deliver World Class Service for end users across EMEA offices. You will monitor the support queue, manage incidents and requests, and provide frontline assistance via phone, remote tools, or on-site visits.

The role requires strong communication, a solid IT background, and the ability to work autonomously within a fast-paced environment. A clear career path and state-of-the-art technology access are provided.