Support Bar Analyst

The opportunity

We're looking for 2 IT Support Analysts to join the Support Bar team of a leading global customer data science, analytics and retail technology organisation.

What you'll be doing

• Provide friendly, professional Level 1 and Level 2 IT support to on-site and remote users.
• Troubleshoot hardware, software, account, configuration and connectivity issues across Windows and macOS.
• Support technologies including Microsoft 365, Entra ID, Active Directory, Intune, Cloudflare VPN, mobile devices and AV/meeting room technology.
• Investigate Level 2 issues thoroughly before escalation and gather logs, screenshots, error messages and diagnostic information for Level 3 teams.
• Maintain ownership of incidents through to resolution, keeping users informed throughout.
• Support Joiner, Mover and Leaver (JML) activities, including laptop builds, configuration, deployment, collection and redeployment.
• Manage incidents and requests through ServiceNow, prioritising work and meeting SLAs.
• Maintain accurate asset, device, ticket and CMDB records.
• Help the team maintain audit readiness through accurate records, documentation and adherence to IT processes.
• Contribute to knowledge sharing, documentation and improvements to the overall support experience.
• Work with colleagues across the global IT team and provide support to remote offices where required.
• Develop towards becoming an Office Champion for designated remote locations, with occasional European travel potentially required.

What we're looking for

You'll ideally have experience working in a hands-on IT support environment and be confident dealing directly with users.

Technical experience

• Microsoft Entra ID and Active Directory
• Microsoft Intune
• Microsoft 365
• Windows and macOS
• Laptop and end-user device deployment
• Joiner, Mover and Leaver processes
• Cloudflare VPN/secure remote access
• ServiceNow or another ITSM platform
• General hardware, software and connectivity troubleshooting
• Supporting both on-site and remote users
• Gathering technical information for Level 3 escalations

We're also looking for someone who is

• Customer-focused and enjoys helping people
• Professional, approachable and confident face-to-face
• A strong communicator and problem solver
• Organised and comfortable managing competing priorities
• Detail-oriented, particularly around device configuration and IT records
• Comfortable working independently and as part of a global team
• Flexible, reliable and passionate about technology