Information Technology Support Analyst

IT Support Analyst Location: London (4 days on-site) Salary: £45k-£50k base + 10% bonus About the Business We're working with a fast-growing, internationally recognised Food & Beverage business that has built a strong reputation for premium products and a growing global presence. The business operates across almost 100 countries and is continuing to expand, innovate and launch new products across a number of exciting categories. With this growth comes significant investment in technology, creating an excellent opportunity to join a forward-thinking Technology team at an exciting point in the organisation's journey. The culture is fast-paced, collaborative and entrepreneurial, so they are looking for people who are proactive, customer-focused and keen to make a genuine impact. The Role We're looking for an IT Support Analyst to join the Global Technology team and provide high-quality first-line IT support to 250+ users across the organisation. This role would suit a confident and personable IT Support professional who enjoys helping people, takes ownership of problems and is comfortable working in a fast-moving environment. You'll provide support to users across all levels of the business, including senior leadership and C-Suite stakeholders, so excellent communication skills, empathy and professionalism are essential. You'll need to be able to hit the ground running with M365 and Azure-based services, alongside having proven experience supporting business users across hardware, software, devices and general IT issues. Key Responsibilities

• Provide 1st line IT support to users globally via email, phone and the organisation's IT Service Management platform.
• Act as a friendly and professional first point of contact for technology-related queries, building strong relationships with colleagues and third-party suppliers.
• Support Microsoft 365, Azure-based services, hardware and software installations, device management and general break/fix issues.
• Manage Joiner, Mover and Leaver (JML) processes, including onboarding and induction sessions for new starters across global functions.
• Maintain accurate IT asset and inventory records, including hardware, IoT devices, software licences, permissions and equipment.
• Own incidents and service requests through to resolution, escalating more complex issues to specialist teams and third-party providers where appropriate.
• Keep users informed throughout the lifecycle of their requests and ensure expectations are clearly managed.
• Analyse service desk data and recurring requests to identify trends and opportunities for improvement.
• Contribute to problem management by developing documentation, training materials and preventative solutions for recurring issues.
• Communicate technical changes effectively and support deployments, change activity and the creation of relevant knowledge documentation.
• Contribute to the continuous improvement of the Technology function.
• Gain exposure to a broad range of SaaS platforms, business systems and emerging AI technologies. About You We're looking for someone who can combine strong technical fundamentals with an excellent customer-service mindset. You should have:
• Demonstrable hands-on experience in an IT Support, Service Desk or Helpdesk role.
• Experience taking ownership of incidents and service requests through to resolution.
• Strong customer service and communication skills, with the ability to build trust quickly with users at all levels.
• A professional, patient and empathetic approach to supporting colleagues, including senior stakeholders.
• Experience working with Microsoft 365, particularly Teams, Outlook, SharePoint and OneDrive.
• Good knowledge of Azure Active Directory / Microsoft Entra ID.
• Hands-on experience supporting cloud-based services, hardware, software and devices.
• Experience working with an IT Service Management platform.
• The ability to manage your own workload, prioritise competing requests and work within SLAs.
• Experience working with and managing third-party technology suppliers.
• An understanding of ITIL and service management principles, ideally supported by an IT-related qualification such as CompTIA A+, Microsoft Fundamentals or equivalent.
• An interest in identifying recurring issues and finding ways to prevent them, rather than simply closing tickets.
• The ability to analyse service desk data, identify trends and make recommendations for continuous improvement. Why Join? This is an excellent opportunity to join a successful and growing international Food & Beverage business at an exciting stage of its technology journey. You'll benefit from:
• A growing, globally recognised business with an entrepreneurial culture.
• A varied IT Support role with exposure across the wider Technology estate.
• The opportunity to work with M365, Azure, SaaS platforms and emerging AI technologies.
• Exposure to users and stakeholders across a global organisation.
• Strong opportunities for training, development and career progression.
• A competitive benefits package and product perks.
• A sociable, collaborative and fast-paced working environment.
• A modern London office environment. The business is committed to creating an inclusive and supportive working environment where people are encouraged to bring their authentic selves to work, share ideas and develop their careers.