IT Support Analyst – Onsite Managed Services

Manchester, United Kingdom

Start Date: Immediate

Client Site

Full-Time | Monday to Friday | Onsite

As an IT Support Analyst, you’ll be the frontline of technical support — delivering best-in-class service to end-users, resolving hardware and software issues, and collaborating with internal IT teams to enhance service delivery.

• Provide 1st and 2nd line support across Windows, Mac/OSX, and mobile platforms (iOS/Android).
• Troubleshoot hardware/software issues and support end-user productivity tools (Office 365, Outlook, Teams).

• Log, manage, and resolve incidents using ServiceNow, following ITIL best practices.
• Prioritize and escalate issues effectively, ensuring SLA compliance and customer satisfaction.

• Work alongside infrastructure, applications, and cybersecurity teams to resolve issues and deploy new solutions.
• Support User Acceptance Testing (UAT) and contribute to system rollouts or upgrades.

• Identify recurring problems and propose solutions to reduce future incidents.
• Create and maintain internal knowledge base articles to support team development and self-service tools.

• Fast, effective ticket resolution and escalation within ITIL frameworks.
• High user satisfaction across multiple service channels (walk-up, desk-side, phone, chat, self-service).
• Consistent service quality across diverse technologies and end-user environments.

• Solid experience supporting Windows, Mac, iOS, and Android platforms.
• Strong grasp of Office 365, Teams, and business-critical applications.
• Excellent communication skills – both technical and user-facing.
• A proactive, customer-first mindset with great interpersonal skills.

• Advanced troubleshooting skills (hardware/software, remote tools like TeamViewer, RDP).
• Familiarity with Microsoft Intune and endpoint management tools.
• Understanding of networking basics (TCP/IP, DNS, DHCP) and cybersecurity awareness (e.g., GDPR).
• Active Directory user management and group policies experience.

• Comfortable working in a fast-paced, ticket-based environment with multiple priorities.
• Experience in ITSM platforms (ServiceNow or similar) and exposure to incident/problem/change management.

• ITIL Foundation certification (required).
• CompTIA A+ or equivalent technical qualification.