IT Support Analyst
Role Overview
Deliver efficient, customer-focused IT service to CIPFA offices and external clients.
The work includes desktop support, application and systems training, and first-line problem diagnosis.
Key Skills for This Role
Full Job Posting
About CIPFA
CIPFA works to improve public financial management and promote integrity, transparency and efficiency in public funds.
About the role
Deliver efficient, customer-focused IT service to CIPFA offices and external clients.
The work includes desktop support, application and systems training, and first-line problem diagnosis.
Responsibilities
- Run day-to-day IT Service Desk operations and seek first-contact resolution.
- Support Microsoft 365, SharePoint, OneDrive, Dynamics, Microsoft Entra ID and Intune.
- Manage onboarding and offboarding, accounts, licences, devices, access permissions and inductions.
- Provide hands-on and remote support for hardware, software, workstations and audio-visual equipment; configure, upgrade and patch systems.
- Resolve service requests, incidents and security events, maintain records, and communicate with stakeholders.
- Perform identity and access tasks, including password resets, MFA enrolment, access reviews and authentication troubleshooting.
- Maintain and improve service desk processes, technical documentation and knowledge base articles.
- Improve the internal customer experience, share team knowledge and assist with IT projects.
About you
- Experience in a busy IT Help Desk or Service Desk environment and a strong customer focus.
- Experience supporting hardware and software; strong knowledge of Windows 11, Microsoft 365, Teams and SharePoint.
- Hands-on experience with Microsoft Entra ID and Intune.
- Strong troubleshooting, communication and documentation skills; proactive, organised and able to work under pressure.
- GCSE English and Maths at Grade C or above are essential.
Desirable qualifications and experience
- Jira Service Management, Windows Autopilot, PowerShell, Microsoft Defender or IT asset management experience would be an advantage.
- ITIL Certification and Microsoft Certification are desirable.
Workplace
- The employee offer describes hybrid working and flexibility.
Working week
- The employer offers a permanent four-day working week, with pay for five days.
Employee offer
- Benefits include pension, holiday and family-friendly schemes, health benefits, an Employee Assistance Helpline and optional Health Cash Plan.
- The employer also offers paid volunteering days, training opportunities, paid professional membership subscriptions and career break options.
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