Senior Information Technology Support Analyst

Senior IT Support Specialist – 2nd Line Support

💷 £40,000 to £50,000 (plus bonus and benefits, including excellent holiday)

You will be working with a well-known UK organisation operating in a complex, multi-stakeholder environment to hire a Senior IT Support Specialist to strengthen their 1st and 2nd line support capability.

This is a broad, hands-on support role combining service desk excellence with platform and device administration. You’ll support both internal users and external industry users, ensuring systems, applications and digital services run smoothly day to day, while also helping drive continuous improvement across the Digital function.

The role

You’ll sit at the heart of the Digital Support team, acting as a key point of contact for technical issues, access requests and user onboarding. The role spans end-user support, Microsoft platform administration, device management and event/meeting tech support.

Key responsibilities include:

• Providing 1st and 2nd line support (dipping into 3rd line on occasion) across hardware, software and digital services via service desk, phone and face-to-face
• Supporting external users of public-facing or industry platforms (accounts, access, troubleshooting)
• Administering and supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Managing user access, permissions and security groups across Entra ID / Azure AD
• Packaging, testing and releasing applications and system updates into production
• Supporting hybrid meetings, AV setups and live-streamed events
• Running onboarding and offboarding processes (devices, access, asset reuse)
• Identifying recurring incidents and contributing to problem management and long-term fixes
• Maintaining clear technical documentation and knowledge base content

What you need

• Proven experience in 2nd line IT or Digital Support roles
• Strong hands-on experience supporting Microsoft 365 and collaboration tools (MS Intune is a \’MUST HAVE\’)
• Experience administering users and permissions in Entra ID / Azure AD
• Solid understanding of ITIL practices (incident, problem, change)
• Experience supporting laptops, peripherals, AV equipment and hybrid working setups
• Confident supporting both internal teams and external users
• Comfortable working in a service-led environment with multiple stakeholders
• Clear communicator with a collaborative, team-first mindset
• Experience supporting Dynamics 365
• Exposure to Microsoft Power Platform (Power Apps / Power Automate)

You

This role works in a reasonably small team, covering 1st line and 2nd line, dipping a toe into 3rd line at times if experience allows. It works with a user base in the hundreds internally, and the same externally (though most tickets come from internal teams). The role is very broad, and therefore they need proactive, happy to help mentality, no job is too big or too small – you\’ll give it a go. Strong problem solving skills required and ideally a self starter.

Communication skills are very important, you will be polite, professional and courteous. Clear and concise with a passion for customer service.

Why apply?

• Hybrid working with a London City office base
• Opportunity to support a diverse, mission-critical digital environment
• Strong exposure to Microsoft enterprise platforms
• Join a collaborative Digital team focused on continuous improvement