IT Support Analyst

A successful global engineering firm is seeking an IT Support Analyst to support the technology requirements of end-users and their software, hardware, and communications technology throughout their European sites. The role is also involved in regional server support, network support and vendor management.


Responsibilities include:

  • Monitoring ICT Service Request and Incident queues and responding based on ITIL processes and company SLAs.
  • Resolve end-user requirements within the office and remotely, including hardware and software support.
  • Coordination with our Infrastructure Managed Service Provider in the support of regional servers and networks.
  • Local and regional procurement and vendor management, liaising with vendors on application and hardware related issues.
  • Support and troubleshooting of local AV and Teams equipment.
  • Perform application installation, removal, configuration, and updates.
  • IT onboarding of employees using defined standards and processes. 
  • Technical/engineering software license monitoring, compliance and support.
  • Maintaining and creating technical documentation and knowledge base articles.
  • Assist in responding to and remediating any Severity 1 ICT issues affecting all or part of the organisation. 
  • Working closely with the ICT team to support project work.
  • Administration and Troubleshooting of Office 365 applications including Teams, SharePoint Online and Exchange Online.
  • Contributing to Continual Service Improvement, Service Reporting and Service Measurement.
  • Any other items reasonably requested by the ICT Service Delivery Manager.
  • Project support work around GDPR/ Data privacy (so an understanding of UK/EU regulations is a big plus).


Qualifications, Skills & Experience


  • Ideally you’ll have experience of all of the above
  • Understanding of, or qualifications in ITIL service framework
  • Introduction to Azure Fundamentals training.
  • A minimum of 5 years’ experience resolving end user computing hardware and software issues both onsite and remotely.
  • Supporting Microsoft technologies including Windows 10 operating system, Office 365 applications and Active Directory.


London - Central
IT Support
Contact Name:
Will Cusack

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