Support Analyst in Hemel Hempstead

Are you a Support Analyst professional with excellent customer service skills looking for a new role? Sopra Steria’s internal IT Support function are currently on the lookout for an experienced Service Desk/Support Analyst to join the team during a busy period and assist with the delivery of high-quality hardware, software and endpoint support across a modern Microsoft workplace, including Windows 10/11, Microsoft 365, Intune and Autopilot. This is an excellent opportunity for an Analyst with a proven history of delivering tier 1 support to progress or an established tier 2 Analyst.

A large part of this role involves the physical build of laptops for new and existing Sopra Steria employees as well as managing stock, asset management, ordering PCs, logistics/arranging deliveries and procurement orders. This role is based on site in Hemel Hempstead. Due to the nature of the business we are only able to progress with candidates that are eligible for SC clearance.

What you’ll be doing:

• Deliver core IT services to users across the UK, including laptop preparation, device replacement, incident resolution, request fulfilment, stock control and asset lifecycle activities.
• Provide 1st and 2nd line support for desktops, laptops, mobile devices, peripherals, Microsoft 365 applications and collaboration tools such as Outlook, Teams, OneDrive and SharePoint.
• Build, configure, enrol and troubleshoot Windows 10/11 devices using modern endpoint management tools such as Microsoft Intune, Autopilot and, where applicable, Configuration Manager.
• Manage escalated incidents, service requests and work orders through the Service Management tool, ensuring accurate updates, clear ownership and resolution within agreed service levels.

What you’ll bring:

• Desktop support experience, preferably at 2nd line level within a complex IT support environment.
• Strong working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
• Experience supporting device deployment, enrolment and configuration using Microsoft Intune, Autopilot or equivalent endpoint management tools.
• Good understanding of Active Directory, Microsoft Entra ID, group membership, user accounts and device management.
• Experience working in a customer-focused environment, with excellent communication skills and the ability to explain technical information clearly.
• Experience using ITSM or Service Management tools, with the ability to manage incidents and requests in line with agreed service levels.

It would be great if you had:

• Experience with ServiceNow, Configuration Manager, Microsoft Defender for Endpoint, Conditional Access or other modern endpoint security tools.
• Knowledge of Citrix, VMware, virtual desktop or thin client environments.

If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent

Location: Hemel Hempstead

Security Clearance Level: SC

Internal Recruiter: Olly Walker

Salary: Up to £44,000

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension. Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us? Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better.

Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centric solutions. Together we are building a better future by delivering real and lasting value. We are just at the start of what we can achieve together. Come and join us!