ICT Support Analyst London, England, United Kingdom

We are looking for a London based ICT Support Analyst to provide onsite phone, email and face to face support whilst participating with the wider global ICT team, supporting all Brunswick offices around the world.

This position requires some “on-call” weekend coverage and occasional work beyond normal business hours due to the 24/7 rotation. This time and all approved overtime will be compensated in accordance with overtime regulations.

The Brunswick ICT Helpdesk, based in our London office, provides vital technical support to colleagues across all offices. This team is essential in resolving hardware and software issues, offering expert assistance and guidance through troubleshooting processes. Their responsibilities extend to administrative tasks, diagnosing technical problems, and presenting effective solutions. By ensuring timely issue resolution and maintaining transparent communication with business stakeholders, the ICT Helpdesk plays a key role in fostering a positive and seamless technology experience for our colleagues.

Key Responsibilities

• Administering O365 and Active Directory systems effectively.
• Providing initial triage and support for requests submitted through the ITSM tool via email.
• Responding to colleagues’ inquiries and offering technical assistance via the telephony system.
• Diagnosing and troubleshooting operating system and application issues on both Windows and Mac devices.
• Managing service requests for application installations and hardware requirements.

Knowledge, Skills, and Competencies

• Proficient in administering, supporting, and deploying Windows 11 and macOS systems.
• Skilled in O365 application support, including the complete Microsoft Office suite.
• Possesses basic networking knowledge.
• Experienced in supporting Apple devices such as iPhones and iPads using corporate MDM solutions.
• Adept in administering Microsoft Intune for Windows devices.
• Competent in supporting video-conferencing platforms, including room-based systems.
• Knowledgeable about multi-factor authentication principles and implementation.
• Experienced in building Windows computers using the Auto-Pilot method.
• Familiar with JAMF for Apple device management.
• Capable of supporting printers and photocopiers effectively.
• Detail-oriented with the ability to follow instructions and processes consistently.
• ITIL knowledge is advantageous but not mandatory.

Additional Qualities

• Customer-focused with a strong service-oriented approach.
• Exceptional verbal and written communication skills.
• Professional appearance with an outstanding phone manner.
• Highly organised, delivering excellent client service.
• Demonstrates a keen interest and genuine passion for the technology sector.