Service Support Analyst

Job Title: Service Support Analyst (Level 2)
Salary: £40k DoE
Location: Aylesbury, with hybrid working

Key Responsibilities

• Provide 1st and 2nd line IT support across incident, problem, change, and service request management (aligned to ITIL practices).
• Log, prioritise, troubleshoot, and resolve technical issues; escalated to third-party providers where required.
• Support and maintain Microsoft cloud technologies, including Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, and Azure Virtual Desktop.
• Install, configure, and support laptops, desktops, printers, meeting room technology, and remote working setups.
• Manage user lifecycle processes (joiners, movers, leavers) and system access controls.
• Monitor and respond to cyber security alerts and email security controls, ensuring compliance with internal policies.
• Maintain accurate hardware and software inventories.
• Work closely with external IT suppliers and monitor their performance against service expectations.
• Assist with technology rollouts, including user communication, training, and support.
• Conduct risk assessments on incidents and escalated issues appropriately.
• Perform information security and data protection checks.
• Communicate effectively with non-technical stakeholders, providing clear updates on IT services.

Skills & Competencies

• Strong troubleshooting and problem‑solving abilities.
• Clear communication skills (technical and non‑technical).
• Ability to manage multiple priorities and work under pressure.
• High attention to detail and strong organisational skills.
• Ability to work independently and collaboratively within a team.
• Proactive approach with a willingness to learn and develop.
• Understanding of change management and IT service processes.
• Awareness of cyber security best practices.

Experience & Qualifications

Essential:

• Experience supporting Microsoft Azure and Microsoft 365 environments.
• Proven experience in a customer‑facing IT support role.

Desirable:

• Degree in Computer Science or related discipline (or equivalent experience).
• Microsoft 365 certifications (e.g., Fundamentals or Administrator).
• Knowledge of IT infrastructure, ITIL methodology, and information security practices.

Salary & Benefits

• Salary up to £40,000 (depending on experience).
• Discretionary bonus (up to 15%).
• 28 days annual leave plus bank holidays.
• Pension with employer contributions up to 10%.
• Life assurance (4x salary).
• Employee wellbeing support, training opportunities, and additional perks (e.g., volunteering leave, discounts, health initiatives).

Working Arrangements

• Full-time, permanent role (35 hours per week).
• Primarily office‑based, with limited flexible/home working options available depending on role and performance.

we support applications from candidates of all backgrounds and circumstances.