IT Support Analyst

Salary: £25,000 - 30,000 per year

Requirements

• Experience of working on an IT Service Desk
• Proficient in Office 365
• Knowledge of Microsoft Windows 11, 12
• Experience with Microsoft Exchange / Active Directory administration
• Familiarity with MAC OS
• Understanding of WAN/LAN Router/Switches
• Experience with back-up software (Hycu)
• Knowledge of broadband and Wi-Fi technologies
• Experience with mobile devices (Android & Apple)
• Understanding of networking concepts
• Knowledge of cyber security
• 5 Year checkable work history, with no unaccountable gaps
• Valid UK Driving license
• Valid Passport
• Excellent business English verbal and written communication skills in all forms
• Ability to work under tight time frames
• Self-motivated, independent and resourceful
• Strong problem solver
• MCTS Windows 7 & 10 (Desirable)
• Nutanix Data Centre Experience (Desirable)
• MCTS Windows Server 2008 (Desirable)
• ITIL/Prince 2 Foundation (Desirable)

Responsibilities

• Logging support calls via telephone and email
• Resolving 1st line incidents and requests
• Effective ticket management and tracking using the Service Cloud ticket logging system
• Ensuring all tickets are categorized to correct standards
• Following internal processes for assigning tickets to the correct department or individuals
• Ensuring all tickets are resolved to a high level of customer satisfaction
• Providing regular feedback to customers regarding the status of their tickets
• Facilitating exceptional communication between the service desk, end users, and resolver groups
• Proactive management of tickets raised with 3rd party resolver groups
• Meeting and exceeding customer specific service level agreements (SLAs)
• Providing prompt escalation to 3rd Line Support / Problem Management team as required
• Utilizing various remote takeover tools when necessary
• Following internal processes for assigning tickets to the correct department or individuals
• Adhering to security admin and information security processes, including escalations and notifications where appropriate
• Working with Vonage cloud-based phone system
• Providing training to customers and employees on software/websites (face-to-face and on the phone)
• Troubleshooting issues with Apple and Android products, laptops, desktops, and tablets
• Troubleshooting issues on PCs, EPOS terminals, and printers within the building

Technologies

• Active Directory
• Android
• Cloud
• Support
• ITIL
• LAN
• Mobile
• Nutanix
• Office 365
• Security
• Windows

More

We are a dynamic company located in the Slough area, seeking an IT Support Analyst to join our team. This is an on-site role where you will be an integral part of our service desk operation. We offer a collaborative environment focused on customer service and excellence, where your contributions will directly impact our client satisfaction. Join us to be part of a professional team dedicated to providing top-notch IT support.

last updated 20 week of 2026