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For Companies At a Glance
- Tasks: Provide IT support, troubleshoot issues, and manage incidents for users.
- Company: Join a dynamic team focused on innovative IT solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for growth.
- Other info: Fast-paced environment with a focus on learning and development.
- Why this job: Be the go-to tech hero, solving problems and making a difference every day.
- Qualifications: Experience with Microsoft Azure and M365; customer service skills are a plus.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
- Provide first and second line support to ULP users for ITIL functions, including incidents, service requests, and asset, change and problem management.
- Log, triage, prioritise and resolve IT incidents and service requests. Raising tickets with third party suppliers as required.
- Technical troubleshooting of Windows 11 Azure Virtual Desktops (AVD), Microsoft 365, Teams, Exchange Online, OneDrive/SharePoint, printing and in-house built applications.
- Install and support company laptops. Support users with their own devices for remote working. Support office desktop equipment, meeting room equipment and office printers.
- Work closely with ULP's third party IT infrastructure supplier and other service providers as required.
- Communicate clearly with non-technical users and manage expectations appropriately. Issue timely briefings on IT system and service activity to business areas.
- Complete Information Security and Data Protection control checks.
- Respond to Cyber Security alerts from the Security Operations Centre (SOC).
- Monitor real time email security controls.
- Complete user access control tasks for systems and applications.
- Manage user lifecycle tasks, joiners / movers / leavers.
- Manage and report on third party technology supplier responses to incidents, requests, changes and problems.
- Conduct risk analysis on incidents, escalating as appropriate quickly and efficiently.
- Maintain hardware and software inventory.
- Perform technology rollout support to infrastructure implementations including user briefing and training as required.
- Ad hoc tasks as required.
- Comply with the FCA's conduct (and senior conduct) and Consumer Duty rules and the PRA's conduct (and senior manager conduct) standards as set out.
- Notify the regulator(s) of matters reasonably expected to be notified.
Core Competencies
- Ability to distil clear requirements from business requests.
- Ability to clearly and concisely document solutions, processes and procedures.
- Understanding of change management principles and processes.
- Follows cyber security policies and has an up to date awareness of cyber security developments.
- Good communication skills, both verbal and written, as well as problem solving skills.
- Effective time management skills, ability to manage and deliver multiple tasks within demanding deadlines.
- Strong attention to detail.
- Ability to work both independently and as a member of a team, recognizing and valuing the input and expertise of others.
- Willingness to learn and develop.
- Ability to work effectively under pressure.
- Takes responsibility for assigned tasks, incidents and other activities.
Experience and Qualifications
- Required: Experience of Microsoft Azure and M365 cloud technologies including AVD, M365 Office applications, Teams, Exchange Online, OneDrive and SharePoint.
- Practical experience of providing support in a customer facing environment.
- Desirable: Degree in Computer Science or related field, or relevant practical experience.
- Microsoft 365 Certified: Fundamentals or Administrator Associate.
- An understanding of IT infrastructure and systems.
- ITIL methodology.
- Knowledge of Information Security and Data Protection principles and practices.
IT Service Support Analyst in London employer: Utmost International
Contact Detail:
Utmost International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We suggest role-playing with a friend to get comfortable explaining your troubleshooting process and how you handle user issues.
✨Tip Number 3
Show off your skills! If you’ve got experience with Microsoft Azure or M365, make sure to highlight that in conversations. We want to see how you can bring value to the team, so be ready to discuss specific examples.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds. And remember, we’re always looking for talent, so check our website for openings and apply directly!
We think you need these skills to ace IT Service Support Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft Azure and M365 technologies. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the IT Service Support Analyst role. Mention your customer-facing support experience and how you handle technical troubleshooting.
Show Off Your Communication Skills: Since this role involves communicating with non-technical users, make sure your application reflects your ability to explain complex concepts in simple terms. We love clear and concise communication!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Utmost International
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Azure, M365, and all the tools mentioned in the job description. Be ready to discuss your experience with Windows 11 AVD, Teams, and Exchange Online. The more familiar you are with these technologies, the more confident you'll feel during the interview.
✨Practice Problem-Solving Scenarios
Prepare for situational questions by thinking through common IT support scenarios. Consider how you would log, triage, and resolve incidents or service requests. Practising these responses will help you demonstrate your problem-solving skills and show that you can handle real-life challenges effectively.
✨Communicate Clearly and Confidently
Since you'll be dealing with non-technical users, practice explaining complex concepts in simple terms. During the interview, focus on clear communication and managing expectations. This will showcase your ability to bridge the gap between technical jargon and user-friendly language.
✨Show Your Willingness to Learn
Highlight your eagerness to develop and adapt, especially in a fast-paced IT environment. Mention any recent training or certifications you've pursued, like the Microsoft 365 Certified: Fundamentals. This will signal to the interviewer that you're proactive about your professional growth and ready to take on new challenges.