1st / 2nd Line Support Analyst – SaaS

An excellent opportunity has arisen with an exciting SaaS company based in London. We’re seeking an IT Support Analyst to ensure smooth operation of their hardware, software, and conferencing tools. You will work on project rollouts, defining system standards, and handle provisioning of equipment and mobile devices. Strong experience with Microsoft Windows and Office 365 is essential in this role.

Role and Responsibilities:

• Provide 1st and 2nd line support, resolving tickets within SLAs, escalating complex issues, and ensuring a high level of customer service
• Deploy and manage hardware and mobile devices using Windows Autopilot, Microsoft Intune
• Administer user accounts, mailboxes, group policies, and licenses across M365, Azure AD, and local Active Directory
• Support VOIP setups and assist with infrastructure projects
• Maintain accurate IT asset records and ensure cost-effective, consistent procurement of hardware and software
• Create and manage technical documentation, user guides, and knowledge base content
• Monitor trends, identify recurring issues, and maintain security protocols across devices and systems
• Liaise with external vendors for support and procurement, ensuring effective service delivery

Skills and Experience:

• Proven experience managing devices and conferencing tools, including Zoom and Teams
• Knowledge of infrastructure, cloud, and IAAS strategies
• Strong communication skills with the ability to engage effectively at senior levels
• Proficient in Windows platforms, Active and Azure Active Directory
• Expertise in M365, Teams, SharePoint, OneDrive, and Intune Endpoint Manager
• Hands-on experience with Windows Autopilot and ITSM tools (e.g., ServiceNow, Zendesk) and automation

Contract Details:

• Rate: £250 PD – Inside IR35
• Duration: 6 months
• Location: London / Hybrid