At a Glance
- Tasks: Troubleshoot complex IT issues and improve knowledge systems independently.
- Company: Join AlphaSense, a leading AI-driven market intelligence company.
- Benefits: Competitive pay, great benefits, and opportunities for career growth.
- Other info: Collaborative culture with a focus on continuous improvement.
- Why this job: Make a real impact in IT while working with cutting-edge technology.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 35000 - 45000 £ per year.
About AlphaSense: The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence.
About the Role: As an IT Support Analyst II (Level 2), you will handle higher-complexity issues, reduce escalations, and actively improve our knowledge systems. Operating with independence, you are a trusted problem-solver and a critical escalation point for the IT team. Your primary focus will be on advanced troubleshooting and knowledge expansion. In this role, you will work independently on most tickets and make judgment calls within defined standards. You may also lead small projects, such as device refreshes or office setups, ensuring our workforce operates seamlessly.
What You’ll Do:
- Advanced Resolution: Troubleshoot deeper OS, networking, and identity issues. Resolve technical escalations from Level 1 analysts. Investigate recurring incidents to identify potential root causes and implement lasting solutions.
- Knowledge Ownership: Create new Knowledge Base (KB) articles when solving new or unique problems. Identify opportunities for ticket deflection through self-service and improved documentation. Contribute to automation initiatives to streamline repetitive tasks.
- Service Health Awareness: Recognise patterns in the support queue that indicate broader service degradation. Escalate trends proactively (not just individual tickets) to leadership.
- Mentorship: Guide and support Level 1 Analysts through complex technical issues. Assist in onboarding and peer coaching for newer team members.
About You:
Required:
- Proven experience in an IT Support or Help Desk role, successfully handling complex technical issues.
- Deep knowledge of operating systems, networking fundamentals, and identity management.
- Strong ability to work independently, manage your own time, and make judgment calls within defined IT standards.
- Excellent problem-solving skills with a strong focus on root-cause analysis.
- Strong written and verbal communication skills, especially for creating documentation and mentoring peers.
Nice to Have:
- Experience leading small IT projects (e.g., office setups, device life cycle management).
- Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms.
- Scripting or automation experience to assist with IT process improvements.
Success Metrics:
- Sustained high First Contact Resolution (FCR) rate for complex issues.
- Measurable contributions to the Knowledge Base that lead to ticket deflection.
- Successful delivery of small-scale IT projects.
Why Join Us?
- Work at the intersection of IT operations and security in a fast-growing, AI-driven company.
- Opportunity to shape how IT service delivery scales across a global organization.
- Collaborative, high-trust team culture with a bias toward action and continuous improvement.
- Competitive compensation, benefits, and meaningful career growth opportunities.
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
Recruiting Scams and Fraud: We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: AlphaSense never asks candidates to pay for job applications, equipment, or training. All official communications will come from an @alpha-sense.com email address. If you’re unsure about a job posting or recruiter, verify it on our Careers page. If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
IT Support Analyst II in London employer: AlphaSense
AlphaSense is an exceptional employer, offering a dynamic work environment at the forefront of AI-driven market intelligence. With a strong emphasis on collaboration and continuous improvement, employees benefit from competitive compensation, comprehensive benefits, and ample opportunities for career growth. Located in New York City, the company fosters a high-trust culture where IT professionals can thrive, tackle complex challenges, and contribute to meaningful projects that shape the future of IT service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst II in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AlphaSense values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AlphaSense might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AlphaSense!
✨Direct Apply to AlphaSense
Let's not forget to apply directly through the AlphaSense website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Analyst II in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AlphaSense.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AlphaSense. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AlphaSense
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
