Senior IT Support Analyst

About Willow Communications

Role overview

Duties

• Diagnose complex first- and second-line incidents across Windows, networking, media players, AV hardware and third-party software.
• Investigate faults methodically and own incidents through resolution, verification and documentation.
• Build, image and configure PCs and media players to documented standards.
• Guide colleagues and communicate clearly with customers during live operational incidents.
• Improve knowledge base articles, troubleshooting guides and ticket templates.
• Use AI tools to troubleshoot, summarize tickets, communicate with customers and document solutions.
• Lead adoption of useful AI tools and working methods across the Service Desk.
• Join the out-of-hours rota after training and provide senior technical cover.

Candidate requirements

• Strong practical second-line IT support experience or comparable hands-on technical support experience.
• Confidence diagnosing Windows, network connectivity and PC hardware problems; practical PC building, imaging and configuration experience.
• Methodical troubleshooting, incident ownership, attention to detail and evidence of improving documentation or support processes.
• Clear written and verbal communication, including guiding non-technical customers, and a calm, professional approach under pressure.
• A recognized IT, Computing or Computer Science qualification or listed equivalent qualification or certification.
• Practical day-to-day AI tool experience, with examples of checking output and improving effectiveness.
• Previous AV hardware experience is useful but not essential.

AI use

• Willow describes itself as an AI-first business and uses tools such as Claude and ChatGPT.
• Candidates must discuss specific AI use examples, explain how they checked outputs and show how the tools improved their work.
• The role helps identify useful AI applications and establish consistent working practices.

Location and schedule

• The role is fully office-based at the Northampton office, NN4.
• The stated schedule is Monday to Friday, 09:00–17:30.
• The role includes an out-of-hours support rota once trained, with paid rota uplift.

Compensation

• Salary is £30,000–£34,000 per year, depending on experience.
• Out-of-hours rota uplift is paid.

Application process

• Applicants must submit a CV and an approximately 500-word account of a difficult technical problem they personally diagnosed and fixed.
• The interview includes a practical troubleshooting exercise.