IT Support Analyst

Overview

If have a passion for technology and a desire to learn by doing, this is your chance to join a team where tradition meets innovation. At the Royal Household, you\’ll gain practical exposure from day one – solving real problems in an accelerated learning environment, supporting users, and contributing to a purpose that matters. This is more than just a first job in IT; it\’s the beginning of a career shaped by growth, collaboration, and meaningful contribution. This role offers more than the typical entry-level position. You\’ll operate as first-line and second-line support (deskside support), and access control analyst – developing broad practical expertise across hardware, software, and core IT infrastructure. You won\’t just troubleshoot – you\’ll learn, grow, and become a trusted problem-solver from the outset, taking on increasingly advanced tasks as your confidence and capability build.

Responsibilities

• Day-to-day you will: Respond to user queries, assess issues, research solutions, and resolve problems – delivering high levels of customer support and reacting swiftly to minimise disruption.
• Help reduce repeat calls by sharing useful insights and offering basic user training.
• Log and maintain accurate records of support tickets, identifying and flagging recurring trends to inform future improvements.
• Triage and diagnose complex issues, collaborating with colleagues to escalate when needed, while keeping users informed throughout.
• Install, configure, and maintain systems, applications, and peripheral devices to ensure users have the tools they need to succeed.
• You won\’t be confined to the service desk – you\’ll also work hands-on across our sites. Every day will be different, and you\’ll be trusted to manage your own workload, working collaboratively with colleagues to ensure the user experience remains central to your approach.

Development Journey

Your development journey starts as an IT Support Analyst with us and is a pathway to a strong foundation in IT support, with possibilities to progress into roles such as cyber security engineers, network specialists, software developers, and IT team leaders. We\’re proud to offer a role that opens doors to exciting specialisms and long-term career growth.

Requirements / Qualifications

• If you\’re curious, motivated, and excited by the idea of using technology to make a difference, we\’d love to hear from you. Whether you\’re a recent college leaver, graduate or looking to pivot into tech, this role offers the support, structure, and opportunity to help you thrive. You don\’t need a background in IT to apply. What we\’re looking for is a basic understanding of Microsoft tools and computer terminology, a genuine interest in technology, and a willingness to learn. We\’ll provide the training and support you need to thrive – what matters most is your mindset.
• Put the customer experience first and communicate with clarity and confidence.
• Approach problems with curiosity, resilience, and a proactive attitude.
• Thrive in a collaborative team environment but are equally comfortable taking initiative.
• Learn quickly and are motivated to take on new and increasingly complex challenges.
• Stay calm, organised, and adaptable in a fast-paced setting.
• Pay close attention to detail and take pride in delivering high-quality work.

Training & Compensation

If you don\’t yet hold an IT qualification, that\’s fine – once you\’ve settled into the role and grasped the basics, you\’ll have the opportunity to pursue formal training through an apprenticeship. This structured learning pathway will equip you with the essential skills and knowledge to succeed in your role and build a rewarding career in tech.

Hours & Benefits

Support hours run from 08:00 – 18:00 (Monday to Friday) and 09:00-15:00 (weekends). A rota system is in place for early/late shifts during the week and a separate rota for weekend working (you will be required to work 1 out 8 weekends).

Hybrid working is available and we offer a generous benefits package designed to support your wellbeing and life priorities. Highlights include 25 days annual leave, rising to 30 days (plus bank holidays) depending on length of service, a non-contributory pension plan (employer contributions of 15%), complimentary on-site lunch, and employee discounts. We also offer parental pay and leave, volunteering days, and access to exclusive discounts across our locations.