IT Support Analyst

Role Description

The IT Support Analyst will provide end‑to‑end IT support, covering both Level 1 and Level 2 responsibilities, to users across the organisation. Operating within a real estate environment, the role supports business‑critical systems used by property management, finance, legal, and asset teams, ensuring IT services are reliable, secure, and responsive. The role requires a strong customer‑focused approach, the ability to resolve a wide range of technical issues independently, and effective collaboration with third‑line or external support providers where required.

Responsibilities

• Act as the first point of contact for IT incidents and service requests
• Provide both first and second line support (on site, remote, and phone)
• Log, manage, prioritise, and resolve tickets in line with SLAs
• Diagnose and resolve desktop, laptop, mobile, and application issues
• Escalate unresolved issues with clear diagnostics and documentation
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
• Administer user access, permissions, and groups in M365 / Entra ID
• Support SharePoint site access, document libraries, and permissions
• Assist users with collaboration tools and document management
• Support line of business applications typical to real estate operations
• Build, configure, and support Windows 11 devices and peripherals
• Provide support for printers, meeting room technology, and AV equipment
• Troubleshoot basic networking issues including Wi‑Fi
• Support endpoint management, device compliance, and security initiatives
• Maintain asset records and assist with equipment lifecycle management
• Apply security best practices including MFA support and data protection awareness
• Maintain accurate documentation and knowledge base articles
• Support onboarding and off‑boarding processes
• Liaise with third‑party vendors and service providers
• Contribute to service improvements, root cause analysis, and problem management
• Provide guidance or mentoring to less experienced team members as needed

Experience and Qualifications

Essential

• Highly strong customer service skills
• Experience providing both Level 1 and Level 2 IT support
• Strong knowledge of Windows desktop environments
• Hands on experience supporting Microsoft 365
• Experience using IT service management / ticketing systems
• Ability to communicate technical issues clearly to non technical users
• Strong customer service orientation
• Ability to work independently and manage workload effectively

Desirable

• Experience in a real estate, property, finance, or regulated environment
• SharePoint Online administration experience
• Exposure to Intune / endpoint management
• Basic PowerShell knowledge
• ITIL Foundation certification
• Microsoft certifications (e.g. MS 900 or similar)
• Professional, approachable, and service driven
• Organised with strong attention to detail
• Solutions focused with a proactive mindset
• Able to balance operational support with continuous improvement
• Office based and/or site visits as required in the Greater London area and the North of England
• Occasional out of hours or on‑call support may be required

Benefits

QuadReal offers a competitive total rewards package in addition to the base pay, which may include a performance‑based incentive plan, comprehensive health and dental benefits, pension plan, and paid time off. Salary is based on skills, experience, education, market compensation and internal equity.

Equal Opportunity

We value diverse experiences and perspectives. Even if your skills don’t align 100% with the listed qualifications or salary range, we encourage you to apply – you may be a great fit for this role or others in our community. Applicants may also be considered for alternative positions within the organization where their qualifications and experience align more closely with available opportunities.