IT Helpdesk Analyst

Provide first and second-line helpdesk and technical support to all FI user groups, ensuring devices, accounts, and core services are available, secure, and compliant. The role blends day-to-day helpdesk service responsibilities with administration tasks and basic cyber security tasks — proactively improving Microsoft Secure Score, maintaining endpoint protection, and keeping devices patched in line with policy. All role activities and standards will align with our IT Policies (including End User Device Security) and Patching Policy.

Responsibilities

• Help desk support — Deliver first- and second-line support via the helpdesk, walk-ups, and remote assistance; triage, resolve, and escalate incidents and requests within agreed SLAs. Ensuring all calls are logged and tracked via the helpdesk system.
• Ensure end user devices (hardware and software) run to the highest standards and quality of service (performance), with minimal disruption or downtime. This includes provisioning and maintenance of user accounts, groups, licenses, and devices (join, enrol, retire), following joiner/mover/leaver processes and data protection requirements.
• Provide general Venue IT support including setup of rooms and events with IT/AV basics (network connectivity, peripherals), coordinating with Facilities/Production where needed. Providing support for network printing services.
• Assess needs for staff with accessibility requirements and provide solutions.
• Cyber Security — Complete relevant cyber security actions and checklists as aligned with our organisational policies, including Microsoft Secure Score actions, cyber essential plus accreditation, Endpoint protection (EDR/AV), applying antivirus/EDR policies, maintain device compliance policies (encryption, firewall, OS version), support vulnerability remediation.
• On a weekly basis, monitor Secure Score in Microsoft 365 Defender; recommend and implement and track low/medium complexity improvements, raising change requests for higher risk items to senior engineers. On a monthly basis, produce simple Secure Score snapshots and action trackers.
• Ensure end user communication is clear and inclusive when security controls change (e.g., MFA rollouts), referencing the organisation’s IT policy and awareness principles.
• Undertake device patching & update management applying the organisation’s patching schedule and windows for Windows/macOS, browsers, and key applications, achieving agreed compliance levels across laptops/desktops. Use Intune/Windows Update for Business (and any approved tools) to deploy updates; verify success/fail, retry, and report on compliance. Report monthly compliance metrics and exceptions in line with the IT Patching Policy.
• Asset & configuration management — Keep accurate records: device inventory (Helpdesk system, Intune), ownership, lifecycle state, warranty, and configuration profiles. Manage peripherals and secure disposal of IT equipment in line with policy.
• Training, awareness & continuous systems usage improvement — Represent the IT department at all levels of the organisation and promote the use of IT and ‘good practice’. Maintain clear, accessible documentation and knowledge articles for repeat issues and “how to” guides. Contribute to IT knowledge base articles and short training sessions; champion inclusive, plain English guidance.
• Work collaboratively and communicate effectively with management, stakeholders and all users (including inducting new starters), providing pragmatic guidance, support, and solutions for their IT needs and issues. Work with relevant departments to ensure they get the most from their existing systems, including friendly coaching on usage of IT, secure usage, and promoting cyber security and data protection risk awareness.
• Keep up to date with the latest emerging trends and innovations in IT.
• Governance & compliance — Follow data protection, acceptable use, remote access, password, mobile device, and incident response policies; record actions and evidence for audits.

Qualifications

Note: The original description does not list formal qualifications; responsibilities and skills cover helpdesk support, device management, cybersecurity actions, patching, asset/configuration management, training, collaboration, and governance/compliance.