IT Support Analyst (1st Line/2nd Line) - Whitely, Hampshire

IT Support Analyst (1st Line/2nd Line) - Contract

Whiteley, Hampshire (Main office) - H ybrid (with home work and visits to Central London office)

6-Month Initial Contract

We're looking for a hands-on IT Support Analyst to join a growing internal IT function and play a key role in strengthening the helpdesk. This is a great opportunity for someone who enjoys being at the heart of user support while helping shape a more efficient, in-house IT capability.

The Role

Reporting to the Head of IT, you'll provide 1st line/2nd line support across multiple sites, working closely with an internal engineer and third-party MSP. You'll be instrumental in improving service delivery, reducing reliance on external providers, and enhancing internal knowledge and documentation.

Key Responsibilities

• Deliver 1st/2nd line IT support across multiple locations
• Manage and resolve tickets via Freshservice (triage, escalation, resolution)
• Build and configure laptops (HP/Dell) and support user onboarding/offboarding
• Handle password resets, permissions, and basic admin tasks
• Support Microsoft 365 environment (Teams, Intune, Windows 10/11)
• Provide support for CRM and business-critical applications
• Collaborate with external MSP and third-party vendors
• Maintain and improve technical documentation (Confluence, Scribe)
• Contribute to process improvements and internal capability building
• Deliver a high-quality, user-focused support experience

Environment

• Microsoft stack: Azure, M365, Teams, Intune
• Windows 10/11, mixed device estate (HP/Dell + mobile devices)
• Freshservice ITSM, Confluence documentation
• Transitioning from MSP-heavy model to more in-house capability

About You

• Experience in a 1st line/2nd IT support role (ideally 4+ years)
• Strong Microsoft 365 and Windows support experience
• Exposure to Mac, iOS, and Android support
• Confident managing tickets and working in structured ITSM environments
• Proactive, self-motivated, and comfortable challenging the status quo
• Strong communication skills with a customer-first mindset
• Organised, adaptable, and able to manage multiple priorities
• Experience documenting processes and improving workflows is a plus

Desirable

• Degree in Computer Science or similar
• Experience in financial services environments
• Exposure to process improvement and automation tools

Working Pattern

• 3 days per week in Whiteley, Hampshire
• 1 day in London (typically Tues or Thurs) - Expenses covered to London
• 1 day working from home

Interested, please apply immediately to be considered, interview slots available.