Support Analyst - IT Operations

ZipRecruiter; London; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

A security-focused, not-for-profit organization is seeking a Support Analyst for IT Operations to join their collaborative ICT team in London. This role involves providing first-line IT support, troubleshooting issues, and maintaining systems for both office-based and remote colleagues. Ideal candidates will have experience in IT support, strong knowledge of Windows and Microsoft 365, and a proactive attitude.

Qualifications

• Experience in IT support or service desk role.
• Strong understanding of Windows and Microsoft 365.
• Familiarity with Linux systems and basic networking.

Responsibilities

• Responding to IT support requests via phone, email, or in person.
• Troubleshooting hardware and software issues.
• Managing onboarding and offboarding tasks.

Skills

Troubleshooting

Communication

Proactive attitude

Education

Microsoft, CCNA, or CompTIA A+ certifications

Tools

Windows 10/11

Microsoft 365

Azure

Linux (Ubuntu)

Job description

Job Description

Support Analyst – IT Operations

Permanent | Hybrid | London

Bestman Solutions is working with a security-focused, not-for-profit organisation to hire a Support Analyst – IT Operations to join a collaborative internal ICT team.

This is an excellent opportunity for someone who enjoys solving technical problems, thrives in a close-knit environment, and wants to be part of a mission-led organisation delivering real-world impact in the cybersecurity and intelligence space.

You’ll be the go-to person for first-line IT support across the organisation — resolving issues, setting up systems, and keeping things running smoothly for both office-based and remote colleagues. You’ll play a hands-on role in day-to-day operations while contributing to a secure and reliable tech environment.

What You’ll Be Doing

• Responding to support requests via phone, email, or in person
• Troubleshooting hardware, software, and network issues
• Supporting remote users and maintaining IT equipment (laptops, desktops, peripherals)
• Managing onboarding and offboarding tasks for new starters and leavers
• Performing routine system maintenance, updates, and fault diagnostics
• Escalating complex issues to 2nd Line Support or external providers
• Keeping documentation up to date and delivering a high standard of customer service
• Participating in an on-call rota to support out-of-hours requirements

What We’re Looking For

• Experience in an IT support or service desk role
• Strong understanding of Windows 10/11, Microsoft 365, and Azure administration
• Familiarity with Linux systems (e.g., Ubuntu)
• Knowledge of desktop and laptop hardware, along with basic networking
• Excellent troubleshooting and communication skills
• A proactive attitude, with a willingness to learn and adapt
• Certifications such as Microsoft, CCNA, or CompTIA A+ are a plus

Ready to take the next step in your IT support career? Apply now — interviews are moving quickly.