Support Analyst

Sopra Steria Limited; Hemel Hempstead; On-site; GBP 40,000 - 48,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Life assurance

Pension

Job summary

Sopra Steria Limited in Hemel Hempstead is seeking an experienced Service Desk/Support Analyst to deliver high-quality hardware, software and end-user support across a modern Microsoft workplace. You will build laptops, manage stock and asset lifecycle, provide 1st/2nd line desktop support, and use Intune/Autopilot alongside Microsoft 365 tools.

SC clearance eligibility is required to apply. This role is on-site in Hemel Hempstead with a strong focus on customer service and operational

Qualifications

• Desktop support experience, preferably 2nd line in a complex IT environment.
• Strong working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
• Experience deploying and managing devices with Intune, Autopilot or equivalent tools.
• Understanding of Active Directory, Microsoft Entra ID, and device management.
• Experience in a customer-focused environment with good communication.
• Experience using ITSM tools and managing incidents and requests.

Responsibilities

• Deliver core IT services to users across the UK, including laptop preparation, device replacement, incident resolution, request fulfilment, stock control and asset lifecycle activities.
• Provide 1st and 2nd line support for desktops, laptops, mobile devices, peripherals, Microsoft 365 apps and collaboration tools.
• Build, configure, enrol and troubleshoot Windows 10/11 devices using Intune, Autopilot and Configuration Manager.
• Manage escalated incidents, service requests and work orders through the Service Management tool with clear ownership and SLAs.

Skills

Desktop support

Windows 10/11

Microsoft 365

Outlook

Teams

OneDrive

SharePoint Online

Intune

Autopilot

Configuration Manager

Active Directory

Microsoft Entra ID

ITSM tools

Customer service

Tools

Microsoft Intune

Autopilot

Configuration Manager

Citrix

VMware

Job description

Are you a Support Analyst professional with excellent customer service skills looking for a new role? Sopra Steria's internal IT Support function are currently on the lookout for an experienced Service Desk/Support Analyst to join the team during a busy period and assist with the delivery of high-quality hardware, software and endpoint support across a modern Microsoft workplace, including Windows 10/11, Microsoft 365, Intune and Autopilot. This is an excellent opportunity for an Analyst with a proven history of delivering tier 1 support to progress or an established tier 2 Analyst. A large part of this role involves the physical build of laptops for new and existing Sopra Steria employees as well as managing stock, asset management, ordering PC's, logistics/arranging deliveries and procurement orders. This role is based on site in Hemel Hempstead. Due to the nature of the business we are only able to progress with candidates that are eligible for SC clearance.

What you’ll be doing:

• Deliver core IT services to users across the UK, including laptop preparation, device replacement, incident resolution, request fulfilment, stock control and asset lifecycle activities.
• Provide 1st and 2nd line support for desktops, laptops, mobile devices, peripherals, , Microsoft 365 applications and collaboration tools such as Outlook, Teams, OneDrive and SharePoint.
• Build, configure, enrol and troubleshoot Windows 10/11 devices using modern endpoint management tools such as Microsoft Intune, Autopilot and, where applicable, Configuration Manager.
• Manage escalated incidents, service requests and work orders through the Service Management tool, ensuring accurate updates, clear ownership and resolution within agreed service levels.

What you’ll bring:

• Desktop support experience, preferably at 2nd line level within a complex IT support environment.
• Strong working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
• Experience supporting device deployment, enrolment and configuration using Microsoft Intune, Autopilot or equivalent endpoint management tools.
• Good understanding of Active Directory, Microsoft Entra ID, group membership, user accounts and device management.
• Experience working in a customer-focused environment, with excellent communication skills and the ability to explain technical information clearly.
• Experience using ITSM or Service Management tools, with the ability to manage incidents and requests in line with agreed service levels

It would be great if you had:

• Experience with ServiceNow, Configuration Manager, Microsoft Defender for Endpoint, Conditional Access or other modern endpoint security tools.
• Knowledge of Citrix, VMware, virtual desktop or thin client environments.

Job Details:

• Employment Type: Full-time, Permanent
• Location: Hemel Hempstead
• Security Clearance Level: SC
• Salary: Up to £44,000
• Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better. Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer‑centric solutions. Together we are building a better future by delivering real and lasting value. We are just at the start of what we can achieve together. Come and join us!