As a Senior IT Support Analyst, you’ll be responsible for… 🚝
Technical Leadership & Team Ownership
• Acting as the technical escalation point for the team — owning complex incidents end-to-end and ensuring nothing stalls without clear direction
• Mentoring and upskilling junior and mid-level engineers: pairing on problems, reviewing their work, and sharing knowledge deliberately and consistently
• Setting and maintaining quality standards for ticket management, documentation, and technical investigations across the team
• Driving team readiness — identifying skill gaps, flagging them to the Lead, and taking initiative to close them through coaching or knowledge sessions
• Leading by example in attitude, thoroughness, communication, and follow-through — shaping the team culture through daily behaviour
• Supporting the Workplace Technology Lead with operational decisions, workload balancing, and service improvements
Incident, Problem & Request Management
• Owning the full incident lifecycle for complex and high-priority issues — from triage and investigation through to resolution and post-incident review
• Conducting deep root cause analysis: reviewing logs, correlating cross-system patterns, engaging third-party vendors, and documenting findings clearly
• Ensuring the team’s ticket queue is healthy — proactively monitoring dashboards, reassigning where needed, and preventing SLA breaches before they happen
• Driving problem management: identifying recurring incidents, initiating investigations, and leading permanent fix efforts rather than accepting repeat workarounds
• Owning escalation quality — ensuring issues are fully investigated, clearly documented, and appropriately packaged before being escalated to Tier 3 or vendors
Microsoft 365, Azure AD & Identity Management
• Advanced administration of Microsoft 365 services: Exchange Online, SharePoint, Teams, OneDrive, and the M365 Security & Compliance Centre
• Azure Active Directory: user and group lifecycle, Conditional Access policy design and troubleshooting, SSPR, MFA enforcement, and RBAC
• Leading SSO/SAML integrations for new SaaS platforms — configuring, testing, and documenting alongside the security team
• Owning access package governance and token management processes, ensuring alignment with policy and audit requirements
• Supporting licence governance: E3/E5 procurement, assignment, cost awareness, and flagging any out-of-policy requests to the appropriate stakeholder
• Taking ownership of the AV/VC estate — maintaining full health of meeting room systems including display hardware, conferencing codecs, room controllers, and peripherals
• Proactive health monitoring using remote administration tools, with performance analytics and regular firmware/software updates
• Leading in-person and remote technical delivery for internal events and Executive/all-hands presentations
• Acting as the senior point of contact for AV issues, ensuring fast resolution and minimal meeting disruption across all sites
• Documenting AV configurations and building runbooks that enable the wider team to support the estate confidently
End User Computing & Device Management
• Advanced MacOS and Windows 11 management via JAMF Pro and Microsoft Intune/Autopilot — including policy authoring, troubleshooting complex deployment failures, and estate-wide configuration management
• Overseeing the quality of on/off-boarding processes: laptop builds, IT inductions, IAM compliance, deprovisioning, and asset retrieval
• Driving IT Asset Management maturity: inventory accuracy, lifecycle planning, hardware refresh adherence, and secure disposal compliance
• Working knowledge of Android and Linux environments; able to support edge cases confidently
Security, Compliance & Governance
• Championing security standards across the team — ensuring all activity aligns with ISO 27001, PCI-DSS, and internal policy
• Leading the team’s contribution to audit and compliance reviews: ensuring evidence is well-organised, processes are followed, and findings are acted on
• Owning the leavers process for sensitive cases — coordinating deprovisioning, data access controls, and asset recovery in line with CISO and privacy requirements
• Supporting MFA rollout, access policy governance, and SSO governance initiatives with appropriate rigour and documentation
• Ensuring all advice given to the team is backed by security sign-off and documented reference — not informal Slack approvals
Documentation, Process & Continuous Improvement
• Owning and continuously improving the team’s knowledge base — SOPs, runbooks, known error records, and onboarding guides must be accurate, accessible, and up to date
• Identifying process inefficiencies and owning their improvement: not just flagging them but designing, implementing, and embedding the fix
• Driving automation and tooling improvements — proposing and where possible implementing AI, ML, and scripting solutions that reduce toil and improve consistency
• Ensuring approvals, decisions, and audit trails live in the ticketing system — not in Slack channels