IT Support Analyst

Job Title: IT Support Analyst
Contract Type: Contract
Location: London, England
Salary: £200 - £201 per annum
Start Date: ASAP
Reference: JS/SJ/Support4
Contact Name: Sean Johnston
Contact Email:
Job Published: June 06, 2019 12:34

Job Description

Handle is working for a very high profile Arts organisation to recruit a 1st & 2nd Line IT Support Analyst.

Looking for a user-focused Support Analyst with strong Tech skills and great deskside manner.

The role will support approx 150 users across a number of London sites.

Overview: This role oversees the front line support for all users across the company (approx. 150 people), and has a key function in providing problem-solving support, help and advice to colleagues. You are responsible for and respond to service tickets, documenting and resolving them in a timely manner. As an IT Support Analyst, you should have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate colleagues.


Support for staff at multiple sites

  • Provide exceptional customer service in person, via phone and email as appropriate
  • Resolve help desk issues including troubleshooting hardware and software
  • Software support: Word, Excel, Inventory, Photoshop, Windows7
  • Troubleshoot printers and replacing printer suppliers
  • Deal with and troubleshoot email (Outlook/Thunderbird) and web browser (Firefox) related issues both face to face and over the phone
  • Setup and troubleshooting for mobile devices (iPhones or iPads) Laptops
  • Restore data from backups as required
  • Create, change, and delete user accounts per request; manage the process for joiners and leavers in relation to user accounts
  • Video Conferencing system: set up as required for meetings and providing training and user support
  • Image and configure new desktop and laptop machines to company specifications (Mac and Windows)
  • Liaise with and organize when needed external engineers to come out and service both computer hardware and printers
  • Configure and troubleshoot wireless routers, wireless access points, and wireless devices as well as installation
  • Maintenance tasks for equipment (PCs, printers, monitors, etc.) at all London sites
  • Installation of computers, printers and various other IT related equipment around the sites
  • Organize for IT related hardware to be transported to various sites via courier as required
  • Implement software packages and updates to be pushed out to users
  • Monitor anti-virus system and ensure updates are applied to all computers


  • Edit and maintain LDAP directory
  • Maintain and improve the operating procedure documentation
  • Manage the support ticket system
  • Procedure development and refinement for IT tasks with a view to automation
  • Maintain the inventory of IT assets
  • Ordering new hardware as required


  • Attend staff meetings and gallery events as required
  • Maintain systems filing and documentation as required
  • Deal with other appropriate duties that may be allocated

Handle Recruitment is acting as an Employment Business in relation to this vacancy.