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

The IT Support Analyst will provide responsive L1 and L2 technical support across Imagine Education and Eden Academy. 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.
• Create, modify and disable user accounts and access permissions in line with approved requests, role requirements and least-privilege security controls.
• Coordinate IT onboarding and offboarding activities, including account provisioning, access changes, device preparation, software deployment and timely removal of access.
• Install, configure and maintain approved applications, user profiles, endpoint settings and security controls in accordance with internal standards.
• Maintain accurate IT asset, device, software licence and configuration records and coordinate hardware preparation, replacement, delivery and return activities with onsite teams.
• Support access to CCTV applications, education systems and other authorised business platforms and escalate specialist system faults to the appropriate owner or vendor.
• Communicate clearly with users throughout the support lifecycle, provide practical instructions and confirm that service has been restored before closing tickets.
• Escalate complex, high-risk or unresolved incidents to senior internal IT personnel or third-party providers with complete diagnostic notes, evidence and actions already taken.
• Maintain knowledge articles, troubleshooting guides and standard operating procedures and identify recurring issues and service improvement opportunities.
• Other position-level duties as they arise.

• Bachelor's degree in Information Technology, Computer Science, Information Systems or a related discipline is essential.
• Minimum 3-5+ years' experience in an IT service desk, technical support, managed service provider or similar end-user support environment is essential.
• Demonstrated L1 and L2 support capability across hardware, software, user access, connectivity and remote troubleshooting is essential.
• Strong working knowledge of Windows 10 and 11, Microsoft 365, Outlook, Teams, SharePoint and OneDrive is essential.
• Experience administering Microsoft Entra ID or Azure Active Directory, Active Directory, Microsoft 365 user accounts, groups and permissions is essential.
• Experience with Microsoft Intune, endpoint management, software deployment, device compliance or comparable management platforms is highly regarded.
• Experience using ticketing systems, remote-support tools and structured incident, request and escalation processes is essential.
• Sound knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPNs and basic network troubleshooting is essential.
• Experience supporting user onboarding, offboarding, device provisioning, asset registers and software licence records is essential.
• Strong understanding of information security, least-privilege access, confidentiality and appropriate handling of sensitive user and organisational data is essential.
• Excellent written and verbal communication skills and the ability to support non-technical users calmly and professionally are essential.
• Strong diagnostic, prioritisation and documentation skills with the ability to manage competing tickets and work independently are essential.
• Experience supporting education, childcare or multi-site organisations and Microsoft, CompTIA or ITIL certification are highly regarded.