IT Support Analyst

Location City of London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: 24150

​A World-Class Learning Institution based in Central London is seeking an IT Support Analyst to join their IT team on a permanent basis. You will provide support to staff and students with any IT queries.


The Institution is a for-profit higher education provider in central London offering undergraduate and postgraduate degree courses in business management, accountancy, and law.

They pride themselves on providing students with access to a transformative higher education experience. They recruit students that have the potential, attitude and aspiration to succeed. This is key to fulfilling broader vision of offering students from all backgrounds the opportunity to define and pursue success through education.


They are a higher education provider, regulated by the Office for Students, and they deliver undergraduate degrees in accounting, business, and law. They currently have c. 80 members of staff and 1,000 students, with plans to progressively increase student numbers to c. 2,000.

As an IT Support Analyst, you will have responsibility for delivering high quality IT support for the students and staff body, managing IT service Desk and supporting the wider IT Team. The role is hands on with the opportunity to shape the IT processes and procedures and gain experience in wider IT projects to provide Continuing Professional Development (CPD).


  • Deliver a high-quality IT support to students and staff

  • Ensure activities are completed in line with KPI targets and defined SLAs.

  • Handle the IT ticketing system resolving issues promptly while triaging other requests to relevant IT Engineers, including escalating urgent tickets.

  • Build and configure computer hardware operating systems and install applications

  • Support laptops/PCs (both Windows and Macs), mobile devices (iOS and Android) and audio visual equipment

  • Maintain and support Office 365 environment and Active Directory

  • Administration of Windows Environment.

  • Assist in troubleshooting IT system and network problems and diagnose and solve hardware or software faults.

  • Assist with improvement to processes, procedures, relevant documentation and help guides.

  • Manage laptop loan scheme for students and staff.

  • Provide support (inc. desk side) for internal IT applications and systems for students and staff

  • Establish a good working relationship with staff, students, third-party IT system suppliers and other professionals.

  • Attend Staff Meetings, Staff Development sessions and all other meetings at which attendance is required.

  • Ensure all communications with students and colleagues are in line with the Institute’s Tone of Voice Guidelines.

  • Ensure all tasks are undertaken within the spirit of the Institute’s vision, mission and values.

  • Promote, apply, and ensure compliance with the Equality Act 2010 and the Institute’s Equality, Diversity and Inclusion Policy, and make a full and positive contribution to the implementation, evolution and enhancement of the Institute’s Inclusive Learning Environment.

  • Always carry out duties and responsibilities with due regard to relevant regulations, policies and procedures, including those relating to health and safety.

  • Adhere to the provisions of data protection legislation, and refrain from sharing any personal or other information relating to students with any third party without the Line Manager’s express permission.

  • In addition to the above tasks, to undertake any other tasks as directed by the Line Manager (or nominee).




  • Undergraduate degree, preferably in IT/computing

Experience and attributes:

  • Experience of working in an IT Helpdesk customer focused setting.

  • Experience with Microsoft Office 365, Azure and various Microsoft Products.

  • Windows Server Infrastructure.

  • Working knowledge of Windows and Mac OS and mobile devices (iOS and Android).

  • Experience of installation and configuration of computer hardware and applications

  • Experience of working in teams.

  • Excellent writing, communication and interpersonal skills.

  • Ability to engage, influence and work positively with a wide range of people.

  • Ability to work independently as well as take direction and work collaboratively across divisional and departmental boundaries.

  • Excellent organisational skills and the ability to effectively prioritise workload.

  • Ability to manage change and adapt to a fast-changing environment.

Personal qualities:

  • Welcoming and hospitable attitude.

  • Ability to own and find solutions to problems.

  • Commitment to living the Institute’s values: Be inclusive; Be curious; Show courage; Make things happen; and Don’t be mean.

  • Enthusiasm and empathy for the Institute’s vision and mission.

  • Genuine commitment to equal opportunities, widening participation, and the Institute’s Inclusive Learning Environment.

  • Good time management, with an ability to work under pressure and meet tight deadlines, whilst maintaining high attention to detail.



  • CompTIA A+ • Microsoft qualification(s)

Experience and attributes:

  • Experience of using ManageEngine or other deployment software.

  • Experience with Linux.

  • Basic Networking Knowledge.

  • Experience of working with students from culturally diverse backgrounds.

  • Experience of working with students and staff with varying technical proficiency.


  • 25 days (7 of which to be taken during Christmas/New Year shut down), plus public holidays

  • Contributory pension scheme


37.5 hours per week, Monday to Friday 08.00 to 18.00 [Non-contractual flexible working scheme applies. You may be asked occasionally to work outside of these days/hours]