Proactive IT Support Analyst

Leyland SDM; Greater London; On-site; GBP 32,000 - 46,000; Full time

Job summary

Leyland SDM in Greater London is seeking an IT Support Analyst to act as the primary escalation point for IT issues, delivering timely help to colleagues so they can perform their roles effectively. You will work proactively to prevent problems, improve service quality, and maintain a professional, responsive IT service.

You will handle incident management, assist with ITSM workflows, monitor key systems, manage device setups, and contribute to knowledge management and security policy adherence.

Qualifications

• Essential: Proficiency in IT service case management and documentation.
• Technical Troubleshooting: Desktop and network troubleshooting, printer support, IP telephony.
• Device Setup: Desktop, laptop, iOS/Android setup; network configs; image deployment with InTune/MDM.
• Software Experience: Windows 11, Office 365 admin tasks, ERP, LS Central, mobile device management, remote support apps, access control, Active Directory.
• Communication: Excellent communication via IM, chat, email, and phone.
• Customer Interaction: Patience and ownership when aiding users.

Responsibilities

• Provide IT support, training, and advice via phone, self-service, and walk-ups; escalate when needed.
• Manage customer interactions using the ITSM tool and ensure ticket resolution.
• Communicate ticket status comprehensively to colleagues.
• Deliver high-level customer service and understand issue impacts.
• Maintain and enhance the Knowledge Portal with updates.
• Understand Service Desk processes and comply with infosec policies.
• Escalate major incidents following procedures and ensure ticket details support troubleshooting.
• Monitor key systems, backups, and networks; escalate as needed.
• Keep IT hardware/software inventory updated and report changes.

Skills

IT Service Management

Technical Troubleshooting

Device Setup

Software Experience

Communication

Customer Interaction

Tools

Windows 11

Office 365 Admin

Business Central ERP

LS Central Retail

MDM / Intune

Remote Support Apps

Active Directory

IP Telephony

Job description

Leyland SDM in Greater London is seeking an IT Support Analyst to act as the primary escalation point for IT issues, delivering timely help to colleagues so they can perform their roles effectively. You will work proactively to prevent problems, improve service quality, and maintain a professional, responsive IT service.

You will handle incident management, assist with ITSM workflows, monitor key systems, manage device setups, and contribute to knowledge management and security policy adherence.