IT Support Analyst

IT Helpdesk Analyst | Salary £30,000 - £32,000 | Based in London

As an IT Helpdesk Analyst, you will provide first and second-line technical support within a leading global brand and marketing agency delivering work for a world class client base.

You will act as the primary technical point of contact for employees, diagnosing, troubleshooting and resolving a wide range of IT issues across hardware, operating systems, applications, networking, printing, email, video conferencing and cloud-based services.
You will manage helpdesk tickets, prioritising incidents based on urgency, ensuring SLAs are met in a fast-paced, production driven environment.

Working closely with internal IT teams, you'll help maintain system stability, minimise downtime and support the technology platforms that enable teams to deliver high-profile, globally visible campaigns at scale.
This client operates a hybrid working model.

While you will support both office-based and remote staff, the role requires a predominantly office-based presence to assist with printing, meeting setups, and issues requiring physical IT support.

Initially, this will be four days per week in the office.

Key responsibilities

Provisioning new user accounts, with keeping deployment of new computers and mobile devices, and decommissioning user accounts for leavers.
Creating documentation and guides for users, maintain a structured procedure of hardware and software, manage the pool of loan equipment and accessories.
Log and maintain a record of support tickets through the IT, Helpdesk system, providing 1st and 2nd line support to 170+ users, with escalating calls efficiently to ensure they are resolved by a senior engineer.
Provide technical support for hardware and software both F2F and remotely, ensure network server and IT services are accessible to users, provide support with printing equipment including wide format colour manage printers, with escalation to senior engineers.
Support video conferencing platforms and equipment
Daily and weekly checks of office equipment, within meeting room AV and printing supplies, etc.
Provide weekly status, status reports on going user issues and raised common problems that will be addressed, be able to assist users with software packages and updates.

Experience needed:
1 year experience across IT support, dealing with tickets in a fast-paced environment
Essential must obtain MacOS and worked within the creative space (Agency, Entertainment, Publishing etc)
Outstanding verbal and written communication skills
Organised, focused and rigorous, able to problem solve and be solution focused
Ability to convey technical solutions to non-technical people
Ability to be calm and think logically when under pressure
Strong team focus and ability work with Senior individuals.

Please reach out to iman.sharma@justit.co.uk for more information, please only apply if you have MacOS experience and worked within the creative sector.