Field Support Analyst
Role Overview
Deliver an efficient IT field-support service for the company's Interiors London Office in Farringdon.
Provide a dedicated on-site IT presence to support colleagues, workplace technology, and office services.
Key Skills for This Role
Full Job Posting
Role overview
Deliver an efficient IT field-support service for the company's Interiors London Office in Farringdon.
Provide a dedicated on-site IT presence to support colleagues, workplace technology, and office services.
Key responsibilities
- Provide responsive on-site and remote technical support and maintain user satisfaction.
- Build relationships with colleagues and stakeholders and deliver technology solutions suited to their needs.
- Diagnose, troubleshoot, and resolve hardware, software, network, and device issues.
- Work with IT teams and third-party suppliers to resolve incidents, service requests, and major technical issues.
- Monitor performance against KPIs and SLAs and identify opportunities for improvement.
- Maintain support procedures, knowledge articles, asset records, and technical run books.
- Follow IT policies, processes, security standards, and audit requirements.
- Identify recurring issues, risks, and opportunities to improve IT services and the end-user experience.
- Provide floor-walking and desk-side support, proactive maintenance, ServiceNow ticket management, and incident resolution.
Essential criteria
- Experience supporting Microsoft Windows 11 environments.
- Microsoft 365 support and administration experience.
- Active Directory and Microsoft Entra ID experience.
- Experience supporting end-user devices, workplace technology, and collaboration tools.
- Strong troubleshooting, communication, and customer service skills.
- Experience using IT service-management and ticketing platforms.
Desirable criteria
- ITIL Foundation certification.
- Microsoft Intune administration experience.
- Windows Autopilot knowledge.
- Microsoft Teams Rooms experience.
Additional attributes
- Customer focused and service driven; proactive and solutions oriented.
- Strong communicator and relationship builder; organised, resilient, and accountable.
- Committed to continuous improvement and professional development.
Working hours
- On-site presence is required from 08:00 to 16:30, Monday to Friday.
Workplace
- The role provides on-site support at the London office, with some remote technical support also included.
About the company
Willmott Dixon describes its purpose as delivering buildings, transforming lives, strengthening communities, and enhancing the environment.
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