IT Support Analyst, Greater Manchester in Cheadle Hulme

Company Description

Byrom plc, established in 1991, specializes in delivering tailored solutions for some of the most prestigious sports events globally, having managed over 200 major events. The company offers services such as accommodation, ticketing, hospitality, transportation, VIP solutions, and IT services. With offices across Europe, Asia, the Americas, and the Middle East, Byrom plc is supported by a highly skilled, multi-lingual, and international team. The organization works closely with prominent event rights holders, such as FIFA and AFC, and has been instrumental in hosting events like the FIFA World Cups, Nitto ATP Finals, and the Formula 1 British Grand Prix. As part of the MATCH Hospitality group, Byrom plc delivers world-class hospitality and event services to clients worldwide.

Role Description

The 1st Line IT Support Analyst plays a key role in delivering first-class technical support to staff across Byrom PLC\’s offices and sporting events worldwide. The role focuses on providing responsive, customer-centred service while ensuring issues are logged, escalated, and resolved efficiently in line with company policies and service level agreements (SLAs).

Key Responsibilities:

· Act as the first point of contact for all IT-related incidents and service requests via phone, email, or ticketing system.

· Diagnose and resolve basic hardware, software, and network issues, escalating where necessary to the senior infrastructure team.

· Install, configure, and maintain laptops, desktops, mobile devices, and printers and Intune/Autopilot processes.

· Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.

· Administer user accounts and permissions via Entra ID and the Microsoft 365 Admin Centre.

· Assist with device enrolment, asset tracking, and maintaining up-to-date IT inventory records.

· Participate in new-starter onboarding and leaver offboarding activities.

· Provide remote support to international offices and event teams as required.

· Maintain accurate ticket documentation and ensure consistent communication with end users.

Skills and Experience Required:

· Minimum 1–2 years\’ experience in a 1st Line or Service Desk role.

· Strong understanding of Microsoft 365 and Windows 11 environments.

· Basic understanding of networking (TCP/IP, DNS, DHCP, VPN).

· Experience using remote-support (TeamViewer) and ticketing tools.

· Excellent communication and customer service skills.

· Strong troubleshooting ability and attention to detail.

Desirable:

· Familiarity with Microsoft Intune, Autopilot, and Entra ID administration.

· Exposure to MS Teams or Microsoft Endpoint Manager.

· Experience supporting international or event-based operations.

· ITIL Foundation certification or knowledge of ITIL processes.

Personal Attributes:

· Professional, approachable, and service-focused attitude.

· Logical thinker with a methodical approach to problem-solving.

· Self-motivated with the ability to prioritise effectively in a busy environment.

· Team player who contributes to a positive, collaborative culture.

· Willingness to learn and progress within the IT function.

· Occasional international travel may be required, particularly during events or operational deployments.

Competitive salary dependent on experience, with benefits including pension, annual leave allowance, training opportunities.