At a Glance
- Tasks: Provide friendly IT support to users, troubleshoot issues, and manage incidents.
- Company: Join a leading global customer data science and retail tech organisation.
- Benefits: Gain hands-on experience in a dynamic, technology-driven environment.
- Other info: Opportunity for career growth and collaboration with a global team.
- Why this job: Make a real impact by helping users solve their tech problems.
- Qualifications: Experience in IT support and strong communication skills are essential.
Location: Shepherd's Bush / Brook Green, London
Working pattern: Monday-Friday, 5 days per week on-site
Hours: Shifts between 7:00am and 5:30pm
This is a fully office-based role, 5 days per week in Shepherd's Bush / Brook Green, and on-site working is non-negotiable. You will also need to be flexible to work Monday-Friday shifts between 7:00am and 5:30pm.
The opportunity:
We are looking for 2 IT Support Analysts to join the Support Bar team of a leading global customer data science, analytics and retail technology organisation. This is a hands-on, customer-facing role supporting users across a modern, technology-driven environment. You will provide Level 1 and Level 2 IT support, working from a busy Support Bar as well as supporting remote users. You will be part of a global team of 10, with 4 colleagues based in the UK and the remainder working internationally, giving you the opportunity to collaborate across a genuinely global IT function.
What you will be doing:
- Provide friendly, professional Level 1 and Level 2 IT support to on-site and remote users.
- Troubleshoot hardware, software, account, configuration and connectivity issues across Windows and macOS.
- Support technologies including Microsoft 365, Entra ID, Active Directory, Intune, Cloudflare VPN, mobile devices and AV/meeting room technology.
- Investigate Level 2 issues thoroughly before escalation and gather logs, screenshots, error messages and diagnostic information for Level 3 teams.
- Maintain ownership of incidents through to resolution, keeping users informed throughout.
- Support Joiner, Mover and Leaver (JML) activities, including laptop builds, configuration, deployment, collection and redeployment.
- Manage incidents and requests through ServiceNow, prioritising work and meeting SLAs.
- Maintain accurate asset, device, ticket and CMDB records.
- Help the team maintain audit readiness through accurate records, documentation and adherence to IT processes.
- Contribute to knowledge sharing, documentation and improvements to the overall support experience.
- Work with colleagues across the global IT team and provide support to remote offices where required.
- Develop towards becoming an Office Champion for designated remote locations, with occasional European travel potentially required.
What we are looking for:
- You will ideally have experience working in a hands-on IT support environment and be confident dealing directly with users.
- Technical experience:
- Microsoft Entra ID and Active Directory
- Microsoft Intune
- Microsoft 365
- Windows and macOS
- Laptop and end-user device deployment
- Joiner, Mover and Leaver processes
- Cloudflare VPN / secure remote access
- ServiceNow or another ITSM platform
- General hardware, software and connectivity troubleshooting
- Supporting both on-site and remote users
- Gathering technical information for Level 3 escalations
- We are also looking for someone who is:
- Customer-focused and enjoys helping people
- Professional, approachable and confident face-to-face
- A strong communicator and problem solver
- Organised and comfortable managing competing priorities
- Detail-oriented, particularly around device configuration and IT records
- Comfortable working independently and as part of a global team
- Flexible, reliable and passionate about technology
TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV. Candidates will ideally show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Support Bar Analyst in London employer: Pontoon
Join a forward-thinking organisation in Warwick that values innovation and collaboration, offering a hybrid work model that promotes work-life balance. As a Strategic Comms & Engagement Lead, you'll thrive in a supportive environment that prioritises employee growth through continuous learning opportunities and a culture of open communication. With a commitment to enhancing the visibility of Asset Management, you'll be part of a dynamic team that encourages creativity and strategic thinking, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Support Bar Analyst in London
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at Pontoon that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace Support Bar Analyst in London
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at Pontoon, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at Pontoon can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at Pontoon will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at Pontoon
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Pontoon. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at Pontoon.
