IT Support Analyst

We are looking for an experienced IT Support Analyst to join our client's Technology & Operations team. This is an exciting opportunity to work in a fast-paced, technology-driven environment, providing high-quality IT support across the business. You'll play a key role in ensuring users receive responsive technical support, working alongside external IT partners to resolve issues efficiently while helping maintain a modern Microsoft-based infrastructure. This role is ideal for someone who enjoys problem solving, thrives under pressure, and takes pride in delivering excellent customer service. Key Responsibilities • Provide 1st and 2nd line IT support to end users across the business. • Triage, prioritise and manage support requests through to resolution. • Escalate complex issues to third-party support providers where required. • Act as the primary day-to-day liaison with outsourced IT support teams. • Support the administration and maintenance of Microsoft 365 services, including Azure Active Directory, Microsoft Teams, SharePoint and Intune. • Manage user accounts, onboarding and offboarding processes. • Support user access across business applications and Single Sign-On (SSO) platforms. • Maintain accurate documentation of incidents, resolutions and IT assets. • Manage mobile device provisioning and connectivity. • Troubleshoot hardware, software and networking issues. • Respond quickly to critical incidents to minimise disruption. • Work collaboratively with internal technology teams to improve systems and processes. • Contribute to the continual improvement of IT documentation and support procedures. About You We're looking for someone who is technically capable, customer-focused and enjoys working in a collaborative environment. Essential Skills & Experience • Minimum of 3 years' experience in an IT Support or Service Desk role. • Strong troubleshooting skills across Windows and macOS environments. • Excellent customer service and communication skills. • Experience supporting Microsoft 365 and Azure environments. • Knowledge of Multi-Factor Authentication (MFA), Conditional Access, user account administration and Microsoft Office applications. • Good understanding of networking fundamentals, including VPN, DNS, TCP/IP and firewalls. • Experience working with an IT Service Management (ITSM) platform such as HaloITSM or similar. • Familiarity with email security and endpoint management solutions. • Strong organisational skills with excellent attention to detail. • Passion for learning new technologies and improving processes. • Ability to prioritise workloads and manage multiple tasks. Desirable • Experience with Microsoft Intune. • Experience with Microsoft Entra ID (Azure AD). • Experience with Fortinet, Jamf, Mimecast or similar enterprise technologies. • Microsoft certifications such as MS-900, AZ-900, MD-102 or equivalent. What We Offer • Opportunity to work with modern cloud technologies. • Supportive and collaborative team environment. • Ongoing training and professional development. • Exposure to a wide range of enterprise technologies. • A varied role where no two days are the same.