IT Support Analyst

IT Helpdesk Analyst | Salary £30,000 - £35,000 | Based in London

The IT Helpdesk Analyst provides first and second-line technical support to employees, acting as the primary point of contact for technology-related issues across the business. This includes hardware and software, printing, networking, email, video conferencing, and cloud services. You will manage and resolve helpdesk tickets in priority order.

The role also involves onboarding and offboarding employees and freelancers, including account setup, software configuration, inductions for new starters, and the retrieval, repurposing, and decommissioning of equipment and access for leavers.

This is a hands-on role requiring the ability to troubleshoot a wide range of technical issues while multitasking in a fast-paced environment. You will maintain accurate ticket records, ensure timely resolution, and communicate clearly with users throughout the support process. Strong customer service skills and the ability to support users at all levels are essential.

This client operates a hybrid working model. While you will support both office-based and remote staff, the role requires a predominantly office-based presence to assist with printing, meeting setups, and issues requiring physical IT support. Initially, this will be four days per week in the office.

Key responsibilities

• Provisioning new user accounts, with keeping deployment of new computers and mobile devices, and decommissioning user accounts for leavers.
• Creating documentation and guides for users, maintain a structured procedure of hardware and software, manage the pool of loan equipment and accessories.
• Log and maintain a record of support tickets through the IT, Helpdesk system, providing 1st and 2nd line support to 170+ users, with escalating calls efficiently to ensure they are resolved by a senior engineer.
• Provide technical support for hardware and software both F2F and remotely, ensure network server and IT services are accessible to users, provide support with printing equipment including wide format colour manage printers, with escalation to senior engineers.
• Support video conferencing platforms and equipment
• Daily and weekly checks of office equipment, within meeting room AV and printing supplies, etc.
• Provide weekly status, status reports on going user issues and raised common problems that will be addressed, be able to assist users with software packages and updates.

Experiences needed:

• 1 year + experience across IT support, dealing with tickets in a fast-paced environment
• Must hold experience in dealing with MACs (APPLE) - critical
• Outstanding verba and written communication skills
• Organised, focused and rigorous, able to problem solve and be solution focused
• Ability to convey technical solutions to non-technical people
• Ability to be calm and think logically when under pressure
• Strong team focus and ability work with Senior individuals.

Please reach out to for more information, we are interviewing immediately