At a Glance
- Tasks: Provide hands-on IT support and troubleshoot issues for colleagues in a dynamic office environment.
- Company: Join a forward-thinking company with a vibrant IT & Change team.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Work in a collaborative environment with exposure to senior executives and career advancement opportunities.
- Why this job: Be the face of IT, making a real difference in user experience and service improvement.
- Qualifications: Experience in IT support, strong troubleshooting skills, and excellent communication.
The predicted salary is between 31500 - 38500 £ per year.
IT Support Analyst
Department
IT & Change
Employment Type
Permanent - Full Time
Location
London
Reporting To
- Service Delivery Lead
- Description
We’re looking for an IT Support Analyst to join our IT & Change team and become a key point of contact for colleagues across the business.
As the ‘face of IT’ for our London office, you’ll provide hands‑on 1st and 2nd line support to around 200 colleagues on‑site, as well as supporting our wider user base of around 400 colleagues across the business.
You’ll also have regular exposure to senior and executive‑level users, so great communication and customer service are just as important as your technical skills.
Helping colleagues resolve IT issues quickly and effectively, you will also be working behind the scenes to improve our services, processes and overall user experience.
Whilst this is hybrid working role, you will work approximately 3 days per week in our London office, with flexibility required where needed.
Key Responsibilities
- Provide 1st and 2nd line IT support to colleagues, including executive‑level users.
- Run the London Tech Bar, providing face‑to‑face support and troubleshooting.
- Triage, investigate and resolve incidents and service requests, ensuring they are correctly prioritised and managed.
- Take ownership of tickets through to resolution, keeping users informed along the way.
- Work closely with Managed Service Providers, Third Line and Information Security teams where required.
- Support the full Joiner, Mover, Leaver (JML) process, including account creation, access permissions and equipment.
- Set up, configure and maintain laptops, mobile devices and other IT equipment.
- Manage devices and user identities through Microsoft Entra and Apple Business Manager (ABM).
- Support Windows and Mac devices, Microsoft 365, i OS/Apple products, printers and other peripherals.
- Maintain accurate IT asset and inventory records, including the Asset Management Database.
- Use Jira Service Management (JSM) and other ITSM tools to log, track and resolve requests.
Skills, Knowledge & Expertise
You’ll already have strong experience in an IT Service Desk or IT Support environment, preferably in a predominantly office‑based role.
You’ll also have
- Strong 1st and 2nd line troubleshooting and problem‑solving skills.
- Good knowledge of Windows, Mac OS, Microsoft 365 and Microsoft Office.
- Experience supporting Apple devices, including i Phones, i Pads and Mac Books.
- Experience supporting mobile phones, tablets, printers and other peripherals.
- Experience installing and configuring hardware and software.
- Familiarity with Mobile Device Management (MDM) solutions.
- Experience using service desk/ITSM tools, ideally Jira Service Management (JSM).
- Excellent communication skills and a genuine customer‑focused approach.
- A proactive attitude, with a willingness to learn and take ownership.
ITIL Foundation would be desirable, as would experience administering JSM, particularly in relation to JML processes.
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IT Support Analyst employer: Arrow Global Group
At Arrow, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation in the heart of the real estate credit sector. Our commitment to employee growth is evident through tailored development programmes and opportunities to engage directly with senior leadership, ensuring that every team member can contribute meaningfully to our €3.9bn AUM portfolio. With a culture that values critical thinking and proactive strategies, we empower our employees to excel while enjoying the unique advantages of working in a centralised, high-impact role within a leading firm.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst
✨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 Arrow Global Group 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 Arrow Global Group 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 Arrow Global Group!
✨Direct Apply to Arrow Global Group
Let's not forget to apply directly through the Arrow Global Group 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
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 Arrow Global Group.
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 Arrow Global Group. 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 Arrow Global Group
✨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.
