IT Support Service Analyst

We are looking for candidates based in the UK, ideally in and around London, as this role requires working from the office once a week. Candidates must be able to commute to the London office on a weekly basis.

Key Responsibilities

• Provide L1 and L2 technical support for Integrella's clients and internal workforce across desktop, infrastructure, and enterprise systems.
• Manage incidents, service requests, and change activities in line with agreed SLAs and ITIL best practices.
• Provide technical support for Integrella's internal workforce, including laptop and desktop troubleshooting, software installation, and user support across Windows and macOS platforms.
• Support and administer internal IT systems, including Microsoft 365, MDM solutions, endpoint protection, and vulnerability management platforms, ensuring device security and compliance.
• Monitor system health, investigate alerts, troubleshoot technical issues, and perform root cause analysis to maintain high service availability.
• Collaborate with development, infrastructure, and client teams to resolve technical issues, implement configuration changes, and maintain service continuity.
• Maintain and update technical documentation, knowledge articles, runbooks, and operational procedures.
• Support deployment activities, system testing, validation, and operational monitoring using tools such as Elastic (Elasticsearch) or similar platforms.
• Support and maintain healthcare integration platforms, including InterSystems IRIS / Ensemble and Rhapsody, across NHS and enterprise environments.
• Monitor, triage, and troubleshoot integration workflows, message routing, and interface performance issues.
• Participate in continuous improvement initiatives, knowledge sharing, and the ongoing development of operational processes.
• Provide clear, professional communication and regular status updates to clients and internal stakeholders, ensuring transparency and high levels of customer satisfaction.
• Previous experience in an IT support, service desk, desktop support, or technical support role.
• Experience using IT service management (ITSM) and collaboration tools (e.g. Confluence, HubSpot or similar) for incident, request and change management.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Good understanding of networking fundamentals, including TCP/IP, DNS, VPNs and proxies.
• Familiarity with Windows administration and end-user device support (Windows and/or macOS).
• Understanding of monitoring, event logging, security management and infrastructure troubleshooting concepts.
• Familiarity with Microsoft 365 administration, including Entra ID and Microsoft 365 admin portals.
• Excellent written and spoken English, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Strong customer service skills and the ability to remain calm and professional under pressure.
• Excellent organisational, time management and teamwork skills, with the ability to manage multiple priorities.
• Familiarity with ITIL practices, including Incident, Problem and Change Management.
• Experience supporting healthcare (NHS) integration environments such as InterSystems, Rhapsody, Mirth, or similar middleware platforms.
• Exposure to Microsoft Azure or other cloud platforms.
• Experience administering endpoint management, MDM, vulnerability management, or endpoint security platforms.
• Experience supporting and maintaining applications and platforms built on technologies such as .NET, C#, and ReactJS across multiple client environments.
• Experience working in a 24/7 operational support environment or participating in an on-call rota.

Personal Attributes

• Passionate about technology, naturally curious and eager to learn new skills and technologies.
• Takes ownership of tasks and follows them through to completion.
• Proactive with a continuous improvement mindset.
• Adaptable and comfortable working in a fast-paced support environment.
• Collaborative team player with a positive attitude and willingness to help others.