IT Support Analyst

Totalwellnessacupuncture; Greater London; On-site; GBP 28,000 - GBP 33,000; Full time

Job summary

A dynamic organization is seeking an IT Support Analyst to provide first-line IT support to approximately 50 staff members in a fully office-based role in London. This position involves troubleshooting technical issues, configuring and maintaining IT assets, and ensuring adherence to security protocols. Candidates should have at least 2 years' experience in IT support and demonstrate strong customer service skills. The role offers a competitive salary and a supportive work environment aimed at fostering professional development.

Benefits

25 days holiday per full year

Group personal pension plan

Employee assistance support

Qualifications

• Minimum 2 years' experience in dedicated IT support.
• Advanced knowledge of Windows 11 and ChromeOS environments.
• Proficient in Google Workspace.

Responsibilities

• Provide first-line IT support for the team.
• Maintain hardware and software systems.
• Ensure clear documentation of IT processes.

Skills

Customer service skills

Problem-solving abilities

Technical support experience

Communication skills

Tools

Freshdesk

Google Workspace

Job description

Overview

Job Title: IT Support Analyst

Department: Central Services

Reports To: Central Services Manager

Location: 3 Soho Square, London W1D 3HD (100% office-based)

Hours: 40 hours per week, Monday to Friday, 9:00am - 6:00pm

Contract: Permanent

Job Purpose

To provide first-line IT support to all BBFC staff, ensuring the smooth operation of IT systems and services. The role involves administering the IT service desk, resolving technical issues, and maintaining hardware and software across the organisation. This is an excellent opportunity for someone looking to develop their IT career in a dynamic and unique environment.

Responsibilities

• Service Desk
  • Triage incoming IT support requests via Freshdesk, ensuring tickets are logged, prioritised, and resolved within agreed SLAs
  • Provide first-line technical support to approximately 50 staff members, both on-site and remote
  • Monitor and meet KPIs including response times, resolution rates, and customer satisfaction
  • Escalate complex issues to senior technical staff or 3rd party vendors as appropriate
• Hardware Support
  • Configure, deploy, and maintain PC laptops, Chromebooks, and associated peripherals
  • Support in-house audio-visual equipment including presentation and video conferencing systems
  • Perform hardware diagnostics and repairs, arranging warranty replacements where necessary
  • Administer IT asset inventory and lifecycle, including procurement recommendations
• Software & Systems Support
  • Provide support for Google Workspace (Gmail, Drive, Calendar, Meet, Docs, Sheets)
  • Support Windows 11 and ChromeOS environments, including troubleshooting and updates
  • Assist users with standard office applications and business systems
  • Daily support and maintenance for in-house audio-visual equipment including presentation and video conferencing systems
• Network & Security Support
  • Provide basic network support
  • Support security initiatives including software rollouts, testing, and compliance activities
  • Adhere to and help enforce IT security policies and procedures
• General
  • Maintain clear and accurate documentation of IT processes and procedures
  • Contribute to IT projects and system improvements as required
  • Keep up to date with technology developments and best practices

Person Specification

Essential Criteria

• Experience & Qualifications
  • Minimum of 2 years' experience in a dedicated IT support or Service Desk role
  • Demonstrable experience using professional service desk ticketing systems
  • Proven track record of providing high-quality support within a professional office environment
• Technical Skills
  • Advanced knowledge of Windows 11 and ChromeOS environments
  • High level of proficiency with Google Workspace (Gmail, Drive, Calendar, Meet, Docs, Sheets)
  • Experience in hardware configuration and troubleshooting for laptops and Chromebooks
  • Understanding of user account management and access control
• Personal Qualities
  • Excellent customer service skills with a patient, user-centric approach
  • Strong problem-solving abilities and logical thinking
  • A disciplined approach to IT governance, data protection (GDPR), and security protocols
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical staff
  • Ability to work independently and as part of a team
  • A commitment to continuous learning and professional development

Desirable Criteria

• ITIL Foundation certification or equivalent understanding of IT service management
• CompTIA A+, Google IT Support Professional Certificate, or similar qualification
• Experience with Freshdesk or similar service desk platforms
• Basic networking knowledge (DNS, DHCP, TCP/IP)
• Experience with IT asset management
• Interest in or experience with security practices

What We Offer

• Salary: £28,000 to £33,000 per annum
• Contract: Permanent
• Full Time: 40 hours per week
• Location: 3 Soho Square, London W1D 3HD (Fully office-based)
• 25 days holiday per full year (increasing by one day each year to a maximum 30 days)
• Group personal pension plan
• Non-contributory life assurance
• Employee assistance support
• Be part of a dynamic, forward-thinking organisation at the forefront of film and digital content regulation
• A supportive and inclusive work environment that values diversity and promotes professional development
• Structured opportunities for professional growth and development, including dedicated training