Position: IT Support Analyst
Job Type: Permanent / Full Time
Department: IT
Location: On-site H&T Location / Hybrid
Salary: £28,00 - £30,000 per annum
We are seeking a customer-focused IT Support Analyst to join our IT team. As the first point of contact for technical issues and service requests, you will provide first-line support, troubleshoot IT problems, and ensure an excellent user experience across the business.
Key Responsibilities
- Provide first-line support for IT incidents and service requests.
- Log, prioritise, and manage tickets through the ITSM system.
- Troubleshoot issues relating to Windows, macOS, Linux, Microsoft 365, Wi-Fi, VPNs, and business applications.
- Support user account administration, password resets, MFA setup, and Active Directory/Entra ID requests.
- Assist with laptops, desktops, mobile devices, printers, and AV equipment.
- Escalate complex issues to senior IT teams when required.
- Maintain accurate ticket records and contribute to knowledge base documentation.
- Ensure service levels (SLAs) and customer satisfaction targets are met.
Skills & Experience
- Basic knowledge of computer hardware, operating systems, and Microsoft 365.
- Strong customer service, communication, and problem-solving skills.
- Ability to work effectively in a fast-paced environment and manage competing priorities.
- 0-2 years' experience in an IT support, service desk, helpdesk, or customer facing role desirable.
Desirable Certifications
- CompTIA A+ or Network+
- ITIL 4 Foundation
- Google IT Support Professional Certificate
- Microsoft 365 Fundamentals or other Microsoft certifications
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IT Support Analyst employer: H&T Group Ltd
At H&T, we pride ourselves on being a leading pawnbroker and jewellery retailer, offering a dynamic work environment in Tooting where every day presents new opportunities to make a difference. Our supportive culture values diversity and encourages professional growth, with comprehensive training and clear pathways for career advancement. Enjoy competitive pay, generous benefits including holiday flexibility, and the chance to earn performance-based bonuses, all while being part of a passionate team dedicated to exceptional customer service.
