Support Bar Analyst

Pontoon; Greater London; On-site; GBP 28,000 - 37,000; Full time

Job summary

Pontoon is hiring two IT Support Analysts to join our Support Bar in Shepherd's Bush, London. This is a hands-on, customer-facing role providing Level 1–2 IT support to on-site and remote users in a busy, modern environment.

You'll troubleshoot Windows and macOS, manage Microsoft 365, Entra ID/AD, Intune, VPN and AV systems, and log incidents in ServiceNow, keeping users informed and incidents resolved promptly. Occasional travel to remote sites may be required.

Qualifications

• Hands-on IT support experience with a customer-facing mindset.
• Experience troubleshooting Windows and macOS environments.
• Familiarity with Microsoft 365, Entra ID/AD and Intune.
• Ability to manage VPNs, AV/meeting room tech and device deployment.

Responsibilities

• Provide Level 1 and Level 2 IT support for on-site and remote users.
• Troubleshoot hardware, software, accounts, configuration and connectivity.
• Support Microsoft 365, Entra ID, Active Directory, Intune, VPN and devices.
• Log incidents in ServiceNow and maintain clear tickets and SLAs.
• Assist Joiner/Mover/Leaver processes including asset deployment.
• Collaborate with global IT and support remote offices as needed.

Skills

IT support

Customer service

Windows

macOS

Microsoft 365

Entra ID/AD

Intune

VPN

ServiceNow

Troubleshooting

Tools

ServiceNow

Active Directory

Intune

Job description

IT Support Analyst - Support Bar

2 positions | 2-month contract | £[salary/rate]

Location: Shepherd's Bush / Brook Green, London

Working pattern: Monday-Friday, 5 days per week on-site

Hours: Shifts between 7:00am and 5:30pm

The opportunity

We're looking for 2 IT Support Analysts to join the Support Bar team of a leading global customer data science, analytics and retail technology organisation.

This is a hands-on, customer-facing role supporting users across a modern, technology-driven environment. You'll provide Level 1 and Level 2 IT support, working from a busy Support Bar as well as supporting remote users.

You’ll be part of a global team of 10, with 4 colleagues based in the UK and the remainder working internationally, giving you the opportunity to collaborate across a genuinely global IT function.

What you'll be doing

• Provide friendly, professional Level 1 and Level 2 IT support to on-site and remote users.
• Troubleshoot hardware, software, account, configuration and connectivity issues across Windows and macOS.
• Support technologies including Microsoft 365, Entra ID, Active Directory, Intune, Cloudflare VPN, mobile devices and AV/meeting room technology.
• Investigate Level 2 issues thoroughly before escalation and gather logs, screenshots, error messages and diagnostic information for Level 3 teams.
• Maintain ownership of incidents through to resolution, keeping users informed throughout.
• Support Joiner, Mover and Leaver (JML) activities, including laptop builds, configuration, deployment, collection and redeployment.
• Manage incidents and requests through ServiceNow, prioritising work and meeting SLAs.
• Maintain accurate asset, device, ticket and CMDB records.
• Help the team maintain audit readiness through accurate records, documentation and adherence to IT processes.
• Contribute to knowledge sharing, documentation and improvements to the overall support experience.
• Work with colleagues across the global IT team and provide support to remote offices where required.
• Develop towards becoming an Office Champion for designated remote locations, with occasional European travel potentially required.

What we're looking for

You’ll ideally have experience working in a hands-on IT support environment and be confident dealing directly with users.

Technical experience

• Microsoft Entra ID and Active Directory
• Microsoft Intune
• Microsoft 365
• Windows and macOS
• Laptop and end-user device deployment
• Joiner, Mover and Leaver processes
• Cloudflare VPN / secure remote access
• ServiceNow or another ITSM platform
• General hardware, software and connectivity troubleshooting
• Supporting both on-site and remote users
• Gathering technical information for Level 3 escalations

Additional qualities

• Customer-focused and enjoys helping people
• Professional, approachable and confident face-to-face
• A strong communicator and problem solver
• Organised and comfortable managing competing priorities
• Detail-oriented, particularly around device configuration and IT records
• Comfortable working independently and as part of a global team
• Flexible, reliable and passionate about technology

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.