IT Service Support Analyst

We have an exciting opportunity for an IT Service Support Analyst to join a growing IT team. This role is ideal for someone early in their IT career, such as a graduate or junior support analyst, who's keen to build hands-on experience across IT service operations and support.

As part of the Service Delivery team, you'll play a key role in supporting internal users, helping to maintain high service standards, and contributing to the smooth running of our IT services.

Key responsibilities as the IT Service Support Analyst:

• Provide high-quality support to internal teams across hardware, software, and IT services.
• Work closely with internal IT colleagues, business users, and third-party suppliers to support day-to-day operations.
• Monitor supplier performance and assist in service reviews.
• Support reporting, documentation, and ongoing improvements to IT service delivery.
• Assist in managing user expectations and ensure clear communication during incidents or service changes.
• Contribute to the management of Major Incidents and participate in Problem and Change Management processes.
• Help maintain and improve ITSM tools and workflows.
• Support wider IT service delivery tasks as needed, including service escalations and reporting.

Essential skills for the IT Service Support Analyst:

• A strong communicator who is confident engaging with colleagues at all levels.
• Organised, proactive, and able to work independently to resolve issues and meet SLAs.
• A natural problem-solver with a "can-do" attitude and a calm, professional manner.
• Someone with a keen interest in IT operations and support, who is eager to learn and grow.
• Able to write clear documentation, procedures, and knowledge base articles.
• A friendly and enthusiastic team player who takes pride in delivering great service.

Desirable (but not essential):

• Knowledge of Windows, Office 365, and Active Directory.
• Understanding of ITSM tools such as Supportworks or similar.
• Familiarity with ITIL principles and processes.
• Experience using reporting tools like Power BI.

Apply now for the IT Service Support Analyst to kick-start your IT career - we'd love to hear from you!