IT Support Analyst

IT Support Analyst - Aylesbury

Opportunity for an IT Support Analyst / Service Desk Engineer to join a well-known public transport organisation undergoing significant technology transformation.

A reputable, complex organisation with numerous sites, providing services to hundreds-of-thousands across the country.

You'll be joining at a particularly exciting time for the business, in the final stages of a separation from its parent organisation, insourcing Information Technology services.

This is an excellent opportunity for a Service Desk Engineer or IT Support Analyst to progress their career, as earlier joiners in a newly formed IT Department, built on ITIL practices.

You will have the opportunity to support many projects in the transformation of IT infrastructure, systems, service models etc; including full shift to cloud infrastructure (Elastic Computing), major WAN upgrade (SDWAN) and an extensive pipeline of projects/change to applications and systems across the breadth of the business.

As an IT Support Analyst you will be required to work within a small, highly capable team, responsible for providing technical support to a variety of different end-users whilst maintaining exceptional levels of customer service and keeping in line with SLA's.

You will have the support of an experienced 3rd line Infrastructure team and various third-party vendors and Service providers as escalation points.

The role requires a motivated, self-starting individual.

This is a fantastic opportunity for an individual looking to take the next step and progress with a rapidly developing company.

Role responsibilities:

• Provide technical IT support - covering multiple issues spanning all end-user-computing, infrastructure, business systems, telephony etc


• Support projects as required


• Ensuring that issues are being resolved in accordance to SLA's and service excellence is upheld


• Collaborate with 3rdparties when required, ensuring all problems are dealt with swiftly


• Receive and manage calls from internal staff via telephone, email and web portal when required


• Take ownership of user problems, follow up the status of problems on behalf of the user and communicate progress in a timely manner and escalate when necessary

Required skills and experience:

• Previous experience working in as an IT support analyst / engineer or Service Desk Analyst / Engineer


• Experience supporting Microsoft Windows Server based Infrastructure


• Experience with Windows 10, Office 365 and Active Directory


• Citrix experience would be beneficial (basic level - shutting down sessions, assigning users etc), although not a requirement.


• Basic networking knowledge (DHCP, DNS, TCP/IP)


• Printer management and support


• Setup and administration of endpoints (laptops, desktops, mobile phones, tablets)


• Possess a positive can-do attitude and be able to communicate with users of all different technical levels


• Experience with Mobile Device Management (MDM) tools, Azure AD and SharePoint are desirable but not essential


• ITIL knowledge.

Salary up to £35,000

The role offers excellent benefits, including free travel, 25 days leave (+bank holidays), and a top pension