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Exact Sourcing Limited; Brighton; Hybrid; GBP 26,000 - 38,000; Full time

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.

Skills

1st & 2nd line IT support

Troubleshooting

Incident management

Documentation

Customer service

Security awareness

GDPR compliance

Remote support

On-site support

Tools

Microsoft 365

Intune

Active Directory

Group Policy

Patch management

Windows/macOS management

Job description

Our client based just outside Cambridge is seeking an IT Support Analyst to join their team. As the IT Support Analyst you play a key role in supporting clients with their technology. You will be joining a professional close-knit team where you will use your skills to support clients whilst learning and developing yourself further.

As the IT Support Analyst, you'll be providing high-quality 1st and 2nd line support to end users, ensuring incidents and service requested are triaged, resolved or appropriately escalated within agreed SLAs.

As the IT Support Analyst, you will be:

• Processing incoming tickets via portal, email, and phone. Triage, troubleshoot, and resolve issues, escalating to higher tiers when necessary. Maintain accurate records and contribute to the internal service catalogue.
• Delivering 1st and 2nd line IT service delivery and systems support to local and national users, operating both remotely and on-site.
• Installing, configure, and maintain end-user devices (Windows, macOS, mobile), peripherals, AV equipment, and approved software. Oversee routine software updates and patch management.
• Perform day-to-day administration and change requests within Microsoft 365, Active Directory, Group Policy, and Intune.
• Monitor system backups, endpoint protection, and system health checks. Follow runbooks for routine alerts and conduct preventive maintenance.
• Adhere strictly to cybersecurity policies, data protection (GDPR), health and safety regulations, and acceptable use policies.
• Build strong working relationships across the internal team and client base, contributing positively to a service-first culture.
• Carry out any reasonable tasks within the scope and level of the role as requested by management.