Service Support Analyst

Sellick Partnership; Aylesbury; Hybrid; GBP 24,000 - 40,000; Full time

Benefits offered by this job

Discretionary bonus up to 15%

28 days annual leave + bank holidays

Pension up to 10%

Life assurance 4x salary

Wellbeing & training opportunities

Volunteering leave & discounts

Job summary

Sellick Partnership is seeking a Service Support Analyst (Level 2) in Aylesbury to deliver first- and second-line IT support across the business within a hybrid working environment. The role focuses on maintaining reliable IT services, supporting end users, and driving improvements to systems and security.

You will support Microsoft 365, Azure, and related cloud services, manage user access, and handle incidents while coordinating with external suppliers and stakeholders.

Qualifications

• Experience supporting Microsoft Azure and Microsoft 365 environments.
• Proven experience in a customer-facing IT support role.
• Desirable: Degree in Computer Science or related discipline.
• Desirable: Microsoft 365 certifications.
• Desirable: Knowledge of ITIL methodology and information security practices.

Responsibilities

• Provide 1st and 2nd line IT support across incident, problem, change, and service request management (ITIL).
• Log, prioritise, troubleshoot, and resolve issues; escalate as needed.
• Support and maintain Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, and Azure Virtual Desktop.
• Install, configure, and support laptops, desktops, printers, meeting room tech, and remote setups.
• Manage user lifecycle processes and system access controls.
• Monitor cyber security alerts and email security controls; ensure policy compliance.
• Maintain hardware and software inventories.
• Coordinate with external IT suppliers and monitor performance against SLAs.
• Assist with technology rollouts including user comms and training.
• Conduct risk assessments on incidents and escalated issues.
• Perform information security and data protection checks.
• Communicate updates to non-technical stakeholders.

Skills

Troubleshooting

Communication

Multitasking

Attention to detail

Teamwork

Proactive learning

IT service management

Cyber security

Education

Degree in Computer Science or related discipline

Tools

Azure

Microsoft 365

Teams

Exchange Online

OneDrive

SharePoint

Azure Virtual Desktop

Job description

Job Title: Service Support Analyst (Level 2)

Salary: £40k DoE

Location: Aylesbury, with hybrid working

A growing organisation is seeking a Service Support Analyst to provide first- and second-line IT support across the business. This role is responsible for ensuring reliable IT services, supporting end users, and contributing to the ongoing improvement of systems, security, and service delivery.

Key Responsibilities

• Provide 1st and 2nd line IT support across incident, problem, change, and service request management (aligned to ITIL practices).
• Log, prioritise, troubleshoot, and resolve technical issues; escalate to third-party providers where required.
• Support and maintain Microsoft cloud technologies, including Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, and Azure Virtual Desktop.
• Install, configure, and support laptops, desktops, printers, meeting room technology, and remote working setups.
• Manage user lifecycle processes (joiners, movers, leavers) and system access controls.
• Monitor and respond to cyber security alerts and email security controls, ensuring compliance with internal policies.
• Maintain accurate hardware and software inventories.
• Work closely with external IT suppliers and monitor their performance against service expectations.
• Assist with technology rollouts, including user communication, training, and support.
• Conduct risk assessments on incidents and escalated issues appropriately.
• Perform information security and data protection checks.
• Communicate effectively with non-technical stakeholders, providing clear updates on IT services.

Skills & Competencies

• Strong troubleshooting and problem-solving abilities.
• Clear communication skills (technical and non-technical).
• Ability to manage multiple priorities and work under pressure.
• High attention to detail and strong organisational skills.
• Ability to work independently and collaboratively within a team.
• Proactive approach with a willingness to learn and develop.
• Understanding of change management and IT service processes.
• Awareness of cyber security best practices.

Experience & Qualifications

• Essential:
  • Experience supporting Microsoft Azure and Microsoft 365 environments.
  • Proven experience in a customer-facing IT support role.
• Desirable:
  • Degree in Computer Science or related discipline (or equivalent experience).
  • Microsoft 365 certifications (e.g., Fundamentals or Administrator).
  • Knowledge of IT infrastructure, ITIL methodology, and information security practices.

Salary & Benefits

• Salary up to £40,000 (depending on experience).
• Discretionary bonus (up to 15%).
• 28 days annual leave plus bank holidays.
• Pension with employer contributions up to 10%.
• Life assurance (4x salary).
• Employee wellbeing support, training opportunities, and additional perks (e.g., volunteering leave, discounts, health initiatives).

Working Arrangements

• Full-time, permanent role (35 hours per week).
• Primarily office-based, with limited flexible/home working options available depending on role and performance.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances.

Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website