Information Technology Support Analyst (London Area)

IT Support Analyst

5 days on site in London Office -- M-F 8:30 AM- 6 PM

Position Summary

The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~28 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.

• Job Responsibilities Respond to and resolve all IT support calls/emails for all locations
• Provide IT Support for all employees, in offices and working virtually
• Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
• Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
• Support meeting room and video conference facilities, including systems like Teams and Zoom.
• Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
• Manage hardware asset inventory and equipment lifecycle.
• Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
• Work closely with other IT professionals and departments to understand and address their IT needs.
• Must be able to work at 5 days per week in the local London office.
• Minor travel occasionally required (less than 10%)

The Person

• Technical Knowledge & Experience Required Minimum of 5 years of relevant experience
• Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
• Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
• Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
• Strong understanding of networking concepts and technologies.
• Excellent documentation and process skills, and discretion in handling confidential information.
• Relevant technology certifications desirable.
• Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
• Experience with Jamf or Intune is a plus.
• BA/BS degree in Information Technology, Computer Science, or related field is a plus.

• What We Offer
• Life insurance of 4x basic annual salary
• Private Dental Insurance
• Private Travel Insurance
• Private Healthcare
• Gym membership
• 26 days contractual leave
• Pension (8% company contribution; 3% individual contribution)
• Participation in discretionary Company Bonus Scheme (dependent on the performance of the individual and the performance of the company)
• Base Salary competitive according to merits
• of the candidate

Salary Range - £45,000-£50,000 Annually

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.