IT Support Analyst (L1/L2) - Work From Home | Day Shift

The IT Support Analyst will provide responsive L1 and L2 technical support. The role will manage service-desk requests, remotely troubleshoot hardware, software, Microsoft 365, access and connectivity issues and coordinate escalations with internal IT personnel and third-party providers. The position will strengthen the internal IT function by delivering reliable user support, maintaining accurate systems and asset records and protecting access to organisational systems and data.

• Act as a first point of contact for IT support requests received through the shared support inbox, ticketing system and telephone channels.
• Log, categorise, prioritise and manage incidents and service requests through to resolution in accordance with agreed service levels and escalation procedures.
• Provide remote L1 and L2 troubleshooting for desktop and laptop hardware, Windows operating systems, approved software, peripherals, printers and related user issues.
• Support Microsoft 365 services, including Outlook, Teams, SharePoint and OneDrive, and resolve access, synchronisation, configuration and user functionality issues.
• Diagnose and resolve common connectivity issues involving Wi-Fi, local networks, VPN access, internet services and business telephony and escalate infrastructure issues where required.
• Use approved remote-support tools and management agents to investigate issues, guide users and complete authorised changes on managed devices.</