Service Support Analyst

Salary: £40,000 - 40,000 per year

Requirements

• Strong troubleshooting and problem-solving abilities
• Clear communication skills (technical and non-technical)
• Ability to manage multiple priorities and work under pressure
• High attention to detail and strong organisational skills
• Ability to work independently and collaboratively within a team
• Proactive approach with a willingness to learn and develop
• Understanding of change management and IT service processes
• Awareness of cyber security best practices
• Experience supporting Microsoft Azure and Microsoft 365 environments
• Proven experience in a customer-facing IT support role
• Degree in Computer Science or related discipline (or equivalent experience) (desirable)
• Microsoft 365 certifications (e.g., Fundamentals or Administrator) (desirable)
• Knowledge of IT infrastructure, ITIL methodology, and information security practices (desirable)

Responsibilities

• Provide 1st and 2nd line IT support across incident, problem, change, and service request management (aligned to ITIL practices)
• Log, prioritise, troubleshoot, and resolve technical issues; escalate to third-party providers where required
• Support and maintain Microsoft cloud technologies, including Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, and Azure Virtual Desktop
• Install, configure, and support laptops, desktops, printers, meeting room technology, and remote working setups
• Manage user lifecycle processes (joiners, movers, leavers) and system access controls
• Monitor and respond to cyber security alerts and email security controls, ensuring compliance with internal policies
• Maintain accurate hardware and software inventories
• Work closely with external IT suppliers and monitor their performance against service expectations
• Assist with technology rollouts, including user communication, training, and support
• Conduct risk assessments on incidents and escalate issues appropriately
• Perform information security and data protection checks
• Communicate effectively with non-technical stakeholders, providing clear updates on IT services

Technologies

• Azure
• Cloud
• Hardware
• Support
• ITIL
• Microsoft 365
• Security
• SharePoint
• Office 365

More

We are a growing organization located in Aylesbury, offering a full-time Service Support Analyst position with a salary of up to £40,000, depending on experience. Our benefits include a discretionary bonus (up to 15%), 28 days annual leave plus bank holidays, and a pension plan with employer contributions up to 10%. We value employee wellbeing, providing support, training opportunities, and additional perks like volunteering leave and health initiatives. This is a permanent role that primarily involves office-based work, with some limited flexible/home working options available depending on role and performance.

last updated 15 week of 2026