Senior Information Technology Support Analyst

Senior IT Support Analyst | Location: London, United Kingdom | Experience: 7-9 years

About the Role

This is a senior-level IT support role embedded at a high-profile enterprise client site in London. The day-to-day is hands-on end-user support (walk-up troubleshooting, device management, mobile support, connectivity, AV) delivered at a consistently high standard to a discerning user base. Beyond that, the role carries real expectations around automation, scripting, and AI-assisted productivity. You won't be handed a script library to run. You'll be expected to build and improve processes alongside your support work.

The right person for this role is equally comfortable fielding a question about MFA setup or a slow laptop as they are writing a PowerShell script to automate a provisioning task. Both matter here.

Core Responsibilities

• Serve as the primary on-site IT support resource for approximately 120 employees across in-office and remote work arrangements. This includes walk-up support, ticket-based requests, and proactive outreach on known issues.
• Troubleshoot and resolve hardware and software issues across Windows and macOS platforms, Microsoft 365, mobile devices (iOS and Android), printers, and peripherals. Problems come in fast and range from basic to genuinely complex.
• Manage mobile device provisioning, configuration, and support for both iOS and Android in a corporate MDM environment.
• Support end users on collaboration workflows across Teams, SharePoint, OneDrive, Exchange Online, and related M365 tools, not just break/fix, but helping people use the platform effectively.
• Handle IT asset lifecycle tasks: deployment, recovery, configuration tracking, and documentation in ServiceNow.
• Support audio-visual equipment setup, troubleshooting, and maintenance across conference rooms and event spaces. Expected to operate AV systems independently when needed.
• Perform IT setup, support, and breakdown for large meetings and on-site events.
• Write and maintain documentation for recurring processes, known issues, and standard procedures in a usable format that the team can actually rely on.

Automation, Scripting, and AI

• Write and maintain PowerShell scripts to automate routine tasks: provisioning, reporting, account management, and similar. This is not a once-a-quarter ask, it's an ongoing expectation.
• Build and maintain workflows using Power Automate to reduce manual overhead in common processes.
• Use AI tools (Copilot, ChatGPT, or Claude) as a practical part of your workflow, for documentation, troubleshooting research, script generation, and helping end users adopt AI-assisted tools in their own work.
• Maintain working familiarity with Power BI for operational reporting: ticket data, asset inventory, service metrics.

What We're Looking For

• 7-9 years of enterprise IT support experience with demonstrated progression in complexity and ownership.
• Deep, hands-on troubleshooting experience across Windows and macOS in an enterprise environment. Mac support is not optional here, it's a daily reality.
• Strong M365 platform knowledge: Entra ID, Intune, Exchange Online, Teams, SharePoint.
• Hands-on scripting experience in PowerShell. Able to write, troubleshoot, and maintain scripts independently.
• Working knowledge of Power Automate and comfort with Power BI.
• Demonstrated use of AI tools in a professional context for productivity, documentation, or support work.
• Experience supporting iOS and Android devices in a corporate MDM environment.
• Proficiency with audio-visual systems in a corporate setting: conferencing platforms, display hardware, room systems.
• ServiceNow experience for incident management, service requests, and asset tracking.
• ITIL Foundation or equivalent. Microsoft certifications (MD-102, MS-900, or higher) preferred.
• Excellent written and verbal English communication. This role interfaces directly with senior professionals and requires someone who represents the team well in every interaction.

Preferred

• Azure fundamentals or exposure to cloud infrastructure concepts.
• Experience in an outsourced managed services environment.
• KCS or knowledge management certification.