IT Support Analyst in Manchester

Location – Head Office, Manchester

Benefits: Hybrid Working, WPA - Healthcare, Dental, Optical, Life Assurance (after 3 months) 4 x annual salary, 25 days holiday P.A plus bank holidays

Hours: 37.5 hours per week

Salary: £27,000

Reports to: IT Operations and Implementation Manager

Working pattern: This role requires being in our Manchester office 4–5 days a week to provide on‑site support. The IT Support Analyst may be needed in the office on Fridays and during busy month ends.

The role: As Roma continues its exciting growth journey, we’re enhancing the systems, processes and infrastructure that support how we work. Technology plays a central part in enabling our people to operate efficiently, securely, and confidently — and our IT Support Analyst will be key to making that happen. This role is responsible for delivering timely, effective technical support across systems, applications and hardware, ensuring users can work productively and our IT environment remains stable. You’ll manage the internal service desk, maintain accurate asset records, communicate clearly with colleagues and third‑party providers, and support a wide range of operational IT activities. It’s an ideal role for someone who enjoys problem‑solving, delivering great service, and wants to grow their career in IT. You’ll have opportunities to build new skills, including Power BI and other technology tools used across the business.

Key Responsibilities

• Technical Support & Service Desk: Manage internal service desk tickets, ensuring issues are logged, prioritised, resolved and communicated effectively. Apply SLAs, urgency levels and escalation procedures consistently. Identify emerging risks and keep the IT Operations and Implementation Manager informed. Communicate IT updates, changes and incidents clearly to the business.
• Hardware, Devices & Asset Management: Coordinate device replacements with third‑party providers to ensure efficient lifecycle management. Place hardware orders and maintain stock levels in line with business needs. Manage the secure disposal of hardware with approved providers. Maintain an accurate and up‑to‑date asset register for all equipment and licensing.
• User Lifecycle Management: Own the end‑to‑end onboarding process, including arranging devices, peripherals, access and credentials. Manage the leavers process, ensuring timely account closures and redistribution of hardware.
• Documentation, Process & Continuous Improvement: Maintain user guides and system documentation to support business understanding. Analyse service desk trends to identify training needs and process improvements. Recognise when tickets need escalation while maintaining ownership and communication. Identify opportunities for automation and efficiency within the IT function.
• Projects & Collaboration: Support IT projects such as hardware refresh cycles, cyber security enhancements and other operational initiatives. Work collaboratively with colleagues across Data, QA and other teams where required.

Person Specification

You’ll be organised, detail‑oriented, calm under pressure and genuinely enjoy helping people. You bring a proactive mindset, strong communication skills, and the ability to work independently as well as part of a team. You take ownership, stay positive, and have a natural curiosity to learn and develop.

Essential Skills

• Ability to troubleshoot common hardware problems (e.g., docking stations, monitors, printers, peripherals)
• Proficient in Microsoft Office 365 applications, including Excel, Word, Outlook, and Teams, with the ability to use these tools effectively to support day‑to‑day operations.
• Basic understanding of IT systems, networks, and applications
• Ability to follow procedures and work within defined processes
• Strong analytical and problem‑solving abilities
• Clear and confident communication skills
• Ability to prioritise and manage multiple tasks effectively
• Good documentation and record‑keeping skills

Desirable Criteria

• Interest in learning Power BI and developing reporting skills.

Why Join Roma Finance?

You’ll be joining a values‑led business with an exceptional culture and exciting growth plans. As an IT Support Analyst, you’ll play a key role in helping colleagues work effectively by keeping our technology running smoothly, solving problems, and contributing to ongoing improvements. You’ll have the opportunity to develop your technical skills, support meaningful IT projects, and be part of a friendly, collaborative environment where people grow, belong, and succeed together.