Service Support Analyst

Salary: £40,000 - 40,000 per year

Requirements

• Strong troubleshooting and problem-solving abilities.
• Clear communication skills for technical and non-technical audiences.
• 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 a related discipline, or equivalent experience.
• Microsoft 365 certifications, such as Fundamentals or Administrator, are desirable.
• Knowledge of IT infrastructure, ITIL methodology, and information security practices is 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, escalating 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, including joiners, movers, and leavers, as well as 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 organisation offering a full-time, permanent Service Support Analyst (Level 2) role based in Aylesbury with hybrid working. The position is primarily office-based with limited flexible/home working options depending on role and performance. We offer a salary of up to £40,000 depending on experience, a discretionary bonus of up to 15%, 28 days annual leave plus bank holidays, pension contributions up to 10%, life assurance at 4x salary, and a range of wellbeing support, training opportunities, volunteering leave, discounts, and health initiatives.

last updated 35 week of 2026