About the Role
We are seeking an IT Experience Analyst to join our client's IT team at their York office.
This is an excellent opportunity for an IT support professional with 2–4 years of experience to provide hands-on technical support in a fast-paced, technology-driven environment.
You will be responsible for delivering an excellent IT experience to employees by resolving technical issues, supporting end-user devices, managing IT service requests and assisting with onboarding and IT infrastructure activities.
The successful candidate will have a strong customer service mindset, good technical troubleshooting skills and the ability to work independently while collaborating with a wider IT team.
Key Responsibilities
- Provide hands-on technical support for laptops, desktops, tablets and mobile devices across Windows and macOS environments.
- Log, triage, troubleshoot and resolve IT support tickets using ServiceNow or a similar ticketing system.
- Support employee onboarding, including device configuration, equipment setup and account provisioning.
- Troubleshoot Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, SharePoint and Exchange Online.
- Assist with IT asset management, maintaining accurate hardware and software records.
- Provide conference room, meeting room and audiovisual (AV) support, including meeting setup and troubleshooting.
- Escalate complex technical issues to senior IT team members where required.
- Follow established IT procedures and contribute to improving support documentation and processes.
- Deliver a professional, customer-focused service, communicating technical information clearly to non-technical users.
Essential Skills and Experience
- 2–4 years of experience in IT support, service desk or a similar technical support role.
- Practical experience troubleshooting Windows and macOS devices.
- Good working knowledge of Microsoft 365 applications and services.
- Experience using ServiceNow or another IT service management/ticketing system.
- Familiarity with device management tools such as JAMF, Microsoft Intune or SCCM.
- Basic knowledge of Active Directory, Azure AD or Okta for user and access management.
- Strong communication, problem-solving and customer service skills.
- Ability to work independently, manage competing priorities and provide support in a fast-paced environment.
Desirable Skills
- Experience supporting conference room technology and audiovisual equipment.
- Familiarity with Slack, Confluence or Jira.
- Interest in developing skills in IT infrastructure, networking or AV support.
Additional Information
This role is based at the client's York office and requires onsite attendance five days per week.
The position offers the opportunity to work within an established IT team and develop technical skills, with the potential to transition into a permanent position.