Service Support Analyst

Sellick Partnership; Stone; 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 with employer contributions up

Life assurance 4x salary

Employee wellbeing support

Job summary

Sellick Partnership is seeking a Service Support Analyst (Level 2) in Aylesbury with hybrid working. The role is full-time and entails 1st/2nd line IT support, incident and problem management, and supporting Microsoft 365/Azure environments.

You will install and maintain hardware, manage user access, monitor security, and coordinate with external IT suppliers. Salary up to £40k DOE, discretionary bonus, and benefits including pension, life assurance, and 28 days leave.

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 (or equivalent).

Responsibilities

• Provide 1st and 2nd line IT support in line with ITIL practices.
• Log, prioritise, troubleshoot, and resolve technical issues; escalate as needed.
• Support Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, and Azure Virtual Deskop.
• Install, configure, and support laptops, desktops, printers, and meeting room tech.
• Manage user lifecycle processes and system access controls.
• Monitor cyber security alerts and ensure policy compliance.
• Maintain hardware and software inventories and liaise with external IT suppliers.
• Assist with technology rollouts, including user communications and training.
• Conduct risk assessments on incidents and perform information security checks.
• Communicate updates on IT services to non-technical stakeholders.

Skills

Troubleshooting

Communication

Multitasking

Attention to detail

Teamwork

Proactive learning

Change management

Cyber security

Education

Degree in Computer Science or related discipline

Tools

Azure

Microsoft 365

Exchange Online

SharePoint

Job description

Job Title: Service Support Analyst (Level 2)
Salary: £40k DoE
Location: Aylesbury, with hybrid working

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; escalated 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.

we support applications from candidates of all backgrounds and circumstances.