About Us

Responsibilities

·       End-User Support: Provide prompt technical support to internal colleagues and assist customer support teams in troubleshooting end-user issues on our products/services. This will improve response and resolution times for common queries, reducing backlog and ensuring we meet our support SLAs (service level agreements). 

·       Daily Telecoms Reporting: Take ownership of the daily telecoms report generation and delivery by 3pm. The analyst will streamline this process (potentially automating parts of it), ensuring our key client deliverable is met consistently. By having a dedicated resource, we expect to eliminate the chronic misses of this KPI and maintain high client satisfaction. 

·       System Maintenance and Monitoring: Conduct routine checks on IT systems, telecoms infrastructure, and networks to identify issues before they escalate. This includes monitoring call systems, server health, and connectivity relevant to our telecoms services. Proactively maintaining these systems will improve uptime and service stability. 

·       ISO27001 Support – IT Controls: Assist with internal ICT audits and compliance tasks. The IT Support Analyst will regularly review system configurations, user access levels, and vendor compliance against our policies. They will maintain documentation needed for ISO 27001 audits and work with the Security & Privacy team to remediate any findings. By having this role, we can demonstrate continuous internal review of IT systems and suppliers, a requirement for maintaining certification. 

·       IT Service Desk Rollout: Play an integral role in the planned implementation of an improved IT Service Desk system. This includes helping configure the new ticketing system, defining workflows, and possibly training staff on its use. Once live, the analyst will help administer the service desk and ensure that tickets are categorised and addressed efficiently. 

·       Project Support: Contribute to major IT initiatives (such as telecoms stability projects, new tool deployments, or office IT setups) by handling delegated tasks from the IT Services Manager. With this added resource, projects that were delayed due to manpower constraints can progress on schedule.

Requirements

• A degree in Computer Science, IT, Systems Engineering, or a related qualification.
• Minimum 2 years of work experience in an IT technical support role.
• Hands-on experience supporting laptops and mobile devices running Microsoft Windows, Microsoft Office 365, Active Directory, and SharePoint.
• Strong working knowledge of Windows and Mac OS.
• Familiarity with IT ticketing systems and good customer-facing communication skills.
• Experience maintaining and troubleshooting telephony/IP systems and networks.
• Ability to work under pressure in a fast-paced environment.
• Strong attention to detail, with an analytical mindset and excellent problem-solving skills.
• Experience liaising with developers/engineers to apply IT and security best practices.

• Exposure to ISO27001 compliance and ICT audits.
• Experience supporting the rollout of IT service desk/ticketing systems.
• Familiarity with telecoms monitoring and reporting.
• Process automation or scripting knowledge (e.g., for reporting tasks).

• Full time permanent contract
• Competitive salary (Dependent on experience).
• In-office, remote or hybrid working options
• 25 days annual leave
• 24/7 EAP and a wide range of health and wellbeing supports
• Extensive list of employee perks and benefits https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl