IT Support Analyst
Location: London / Greater London area
Working pattern: Hybrid – 2 days per week office-based, 3 days working from home
Employment: Full-time
Reporting to: Operations Manager
About The Company
The Company provides high-quality IT support and technology services to businesses that depend on reliable, responsive and professional IT.
We take a highly personal approach to client service. Our clients expect more than technical competence: they expect us to understand their businesses, communicate clearly, exercise good judgement, take ownership of problems and deliver a consistently high standard of service.
We are looking for an IT Support Analyst who shares that approach and wants to become an important part of a growing, client-focused IT business.
The Role
The IT Support Analyst will provide day-to-day technical support to our clients, resolving issues remotely and, where required, on-site.
This is a client-facing position. While a solid technical foundation is important, equally important are communication, professionalism, adaptability, reliability, good judgement and a genuine commitment to providing excellent service.
Technology changes constantly, and we do not expect candidates to know every system or have encountered every problem. We are looking for someone who can think logically, learn quickly, use the tools and resources available to them effectively and take responsibility for finding the right solution.
You will work across a varied client base and will need to be comfortable taking ownership of issues from initial contact through to resolution. You will also work closely with the wider the Company team, escalating appropriately and ensuring clients remain informed throughout.
We are flexible regarding the exact level of experience. We are interested in people who already have strong IT support experience, but we will also consider candidates earlier in their career who demonstrate the right technical aptitude, attitude, judgement and commitment to client service.
Key Responsibilities
Your responsibilities will include:
- Providing responsive remote and on-site IT support to the Company clients.
- Diagnosing and resolving hardware, software, network and user-related issues.
- Supporting Microsoft 365 environments, including Outlook, Teams, SharePoint and OneDrive.
- Supporting Windows desktops, laptops and associated business applications.
- Managing user accounts, permissions, devices and access.
- Troubleshooting connectivity, networking, printing and peripheral issues.
- Setting up and configuring new users, computers and other devices.
- Managing support requests through the service desk and ensuring tickets are properly documented and progressed.
- Taking ownership of client issues and maintaining clear communication until resolution.
- Escalating more complex technical issues appropriately while retaining responsibility for the client experience.
- Assisting with client projects, upgrades, migrations and technology deployments.
- Maintaining accurate technical documentation and client records.
- Identifying recurring issues and opportunities to improve reliability, efficiency or the client experience.
- Using AI and other modern productivity tools appropriately to assist with troubleshooting, research, documentation, automation and day-to-day service delivery.
- Applying appropriate judgement, security awareness and verification when using AI-assisted tools, particularly when dealing with client information or technical recommendations.
- Working collaboratively with colleagues and external technology partners.
- Attending client sites when required.
Client Service
This is a particularly important part of the role.
Our clients trust the Company to look after technology that is critical to their businesses. We therefore expect every member of our team to treat the client's problem as their problem.
The successful candidate will be expected to:
- Communicate confidently and professionally with clients at all levels.
- Listen carefully and understand the business impact behind a technical problem.
- Keep clients informed rather than leaving them wondering what is happening.
- Take ownership rather than simply passing problems elsewhere.
- Remain calm and professional when dealing with urgent or frustrated users.
- Set realistic expectations and deliver against commitments.
- Exercise good judgement when balancing urgency, risk and client requirements.
- Look for opportunities to prevent problems rather than simply reacting to them.
Technical knowledge can be developed. A strong service mentality, sound judgement, personal responsibility and professionalism are essential.
Technical Experience
Depending on your level of experience, knowledge of some or all of the following would be beneficial:
- Microsoft 365
- Microsoft Entra ID / Azure AD
- Windows 10 and Windows 11
- Microsoft Outlook and Exchange Online
- Microsoft Teams
- SharePoint and OneDrive
- Endpoint and device management
- PC and laptop hardware
- TCP/IP, DNS, DHCP and general networking
- Wi-Fi and connectivity troubleshooting
- Firewalls, switches and networking equipment
- Antivirus, endpoint protection and cybersecurity technologies
- Backup and recovery solutions
- Remote monitoring and management tools
- IT service desk / ticketing systems
- AI-assisted tools for research, troubleshooting, documentation and productivity
We do not expect every candidate to know everything.
Technology, platforms and working practices will continue to evolve. More important is a solid technical foundation, logical troubleshooting ability, adaptability and a genuine willingness to learn and develop.
We are particularly interested in people who know how to find answers, validate information and apply what they learn intelligently rather than simply following instructions without understanding the wider context.
The Person We Are Looking For
We are looking for someone who is:
- Client-focused and genuinely enjoys helping people.
- Professional and comfortable representing the Company directly with clients.
- Technically curious with strong problem-solving skills.
- Adaptable and comfortable working with changing technologies and priorities.
- Reliable, accountable and willing to take ownership.
- Organised and able to manage multiple support requests.
- A clear communicator, both verbally and in writing.
- Able to explain technical matters in language clients understand.
- Comfortable working independently while knowing when to ask for assistance or escalate.
- Able to exercise good judgement rather than relying solely on process.
- Proactive rather than purely reactive.
- Detail-conscious, particularly around documentation, security and client information.
- Comfortable using modern tools, including AI, responsibly and productively.
- Willing to learn, accept feedback and continually develop their capabilities.
- Flexible when client or business requirements occasionally require a different approach.
- Interested in developing their skills and taking on greater responsibility over time.
Above all, we are looking for someone we can trust to represent the Company and look after our clients properly.
Working Arrangements
The role operates on an attractive hybrid basis, with approximately two days per week working from an office and three days working from home.
Because the Company supports clients across London and surrounding areas, candidates should ideally be based in or within practical travelling distance of London.
The hybrid arrangement provides considerable flexibility while maintaining the collaboration, communication and personal relationships that come from spending regular time together as a team.
The position also requires a reasonable degree of flexibility. There will occasionally be a requirement to attend client sites, adjust working arrangements or assist with planned project work where disruption needs to be minimised.
Some project activities may occasionally need to take place outside normal business hours. These requirements are expected to be occasional rather than routine and will normally be planned in advance wherever possible.
Development and Opportunity
We want this role to develop with the individual.
For someone earlier in their IT career, the Company can provide exposure to a broad range of technologies, businesses and real-world technical environments, together with the opportunity to learn from experienced colleagues.
For a more experienced candidate, there will be opportunities to take greater ownership of clients, complex technical issues, projects and service delivery.
We also expect the role itself to evolve. Technologies, AI capabilities, security requirements and client expectations will continue to change, and we want someone who is interested in developing alongside those changes rather than being defined by the technologies they already know.
As the Company continues to grow, we want people who can grow with the business and take on increased responsibility.
What Success Looks Like
Success in this position is not measured simply by the number of tickets closed.
A successful IT Support Analyst at the Company will become someone our clients know, trust and value. They will take ownership, solve problems properly, exercise good judgement, communicate well and contribute to making our overall service better.
They will use technology intelligently, including emerging AI capabilities where appropriate, while understanding that tools support professional judgement rather than replace it.
They will also become a dependable member of the the Company team: someone who can be trusted with clients, takes responsibility for their work, adapts as the business evolves and contributes positively to APPA's continued growth and reputation.
Pay: £25,420.00-£30,000.00 per year
Benefits:
- Company pension
- Free or subsidised travel
- Sick pay
- Work from home
Work Location: Hybrid remote in London
