IT & Business Systems Support Analyst (6 month FTC) in London

We’re looking for a curious, technically‑minded Support Analyst to join our growing IT & Business Systems team. You’ll play a key role in supporting colleagues across the business, managing IT services, administering business systems, and ensuring our tools, processes and access controls run smoothly and efficiently. This role combines hands‑on support with systems administration, documentation and continuous improvement, making it a great opportunity for someone who enjoys solving problems, improving how things work and helping teams get the most from their technology. You’ll work closely with colleagues across Yoto and our external IT partners to deliver a reliable, scalable and user‑focused support experience.

What you’ll be doing:

• First‑line IT support – triage, resolve, and escape tickets while maintaining queue hygiene and clear ownership.
• Process improvement – continuously refine IT support processes for consistency, scalability and resilience.
• Access & permissions management – manage Okta groups, application installs and access requests in line with security and approval standards.
• Platform support – provide first‑line support across Google Workspace, Okta, MDM tools and Shopify in partnership with the external IT provider.
• Licence & access governance – run monthly licence checks with Finance and conduct regular access reviews across systems.
• Platform onboarding – assist with new platform rollouts including SSO setup and basic access configuration.
• People processes – support onboarding/offboarding workflows, maintain email groups and ensure accuracy through periodic reviews.
• Stakeholder collaboration – work with business teams and the external IT provider to support shared processes and tooling.
• Documentation ownership – maintain and improve SOPs, knowledge‑base articles, runbooks and support content in Notion.
• Reporting & continuity – circulate updates to stakeholders and maintain accurate handover documentation to support business continuity.

What you’ll bring:

• 4+ years in a similar IT support or systems coordination role.
• Proven experience supporting multiple cloud‑based tools in an admin or technical support capacity.
• Experience using automation, workflow or integration tools to improve operational efficiency and reduce manual processes.
• Experience documenting, standardising and improving operational processes, not just responding to support requests.
• Demonstrated ownership mindset with a focus on governance, consistency and continuous improvement.
• Confident managing tickets and contributing to process improvements.
• Excellent attention to detail, organisation and follow‑through.
• A service‑first attitude, focused on resolving issues efficiently and professionally.
• Friendly, proactive and comfortable working with colleagues across the business.
• Able to work independently and as part of a fast‑paced hybrid team.

Technical and practical skills:

• Strong working knowledge of Google Workspace, Okta and MDM solutions.
• In‑depth experience supporting MacOS and Windows environments.
• Familiarity with service management tools (e.g. Jira, Zendesk, Freshservice).
• Understanding of automation and IPaaS platforms plus a curiosity about emerging tech (especially AI).
• Exposure to supply chain/logistics workflows.

Salary: £60,000 – £70,000 based on experience.

What you can expect from Yoto:

• Flexibility: Hybrid working – expectation of 1 day in London per week, with work‑from‑anywhere policy allowing up to 6 weeks per year and a Summer Hours policy for June–August.
• Financial: Income protection covering long‑term sickness and company sick pay that increases with length of service; life assurance from day one; workplace pension with up to 3% employer contributions, following probation; generous employee referral bonus scheme.
• Health & Wellness: Private medical insurance via Aviva or a wellbeing allowance; access to 24/7 Employee Assistance Programme; unlimited dental advice; bike‑to‑work scheme.
• Time Off: 25 days of holiday per year plus bank holidays; birthday off; 1 extra holiday day for each year worked after two years, up to 5 extra days; sabbatical policy offering up to 3 months unpaid after four years of service.
• Helping Families: Family‑friendly leave including enhanced maternity, paternity, adoption, fertility, pregnancy loss and carers leave; workplace nursery scheme for preschool‑aged children.
• People & Planet: Up to 2 volunteer days per year; book allowance up to £50 per year for professional development.
• Fun Perks: Your own Yoto player and starter pack of cards; regular company socials and celebrations, including annual YotoFest.

Equity and Diversity: At Yoto we love creating a world where childhood is rich with discovery and joy. We’re also passionate about building a workplace where everyone can thrive – both professionally and personally. We value flexibility and give our team the freedom to balance life and work in ways that suit them. We’re committed to fostering a safe, diverse and inclusive environment where all individuals, regardless of their background, feel valued and supported. Our Diversity, Equity and Inclusion group holds bi‑monthly forums to elevate diverse voices and perspectives, ensuring everyone at Yoto feels heard, respected and appreciated. We don’t just embrace differences – we celebrate them. We share audio content from a vibrant and diverse community of creators. We are building a team that reflects that diversity and invite candidates from all walks of life to explore opportunities with us and join a company that champions flexibility, equity and inclusion.