Support Analyst

Are you a Support Analyst professional with excellent customer service skills looking for a new role? Sopra Steria’s internal IT Support function are currently on the lookout for an experienced Service Desk/Support Analyst to join the team during a busy period and assist with the delivery of high-quality hardware, software and endpoint support across a modern Microsoft workplace, including Windows 10/11, Microsoft 365, Intune and Autopilot. This is an excellent opportunity for an Analyst with a proven history of delivering tier 1 support to progress or an established tier 2 Analyst. A large part of this role involves the physical build of laptops for new and existing Sopra Steria employees as well as managing stock, asset management, ordering PC’s, logistics/arranging deliveries and procurement orders. This role is based on site in Hemel Hempstead. Due to the nature of the business we are only able to progress with candidates that are eligible for SC clearance. What you’ll be doing:

• Deliver core IT services to users across the UK, including laptop preparation, device replacement, incident resolution, request fulfilment, stock control and asset lifecycle activities.
• Provide 1st and 2nd line support for desktops, laptops, mobile devices, peripherals, , Microsoft 365 applications and collaboration tools such as Outlook, Teams, OneDrive and SharePoint.
• Build, configure, enrol and troubleshoot Windows 10/11 devices using modern endpoint management tools such as Microsoft Intune, Autopilot and, where applicable, Configuration Manager.
• Manage escalated incidents, service requests and work orders through the Service Management tool, ensuring accurate updates, clear ownership and resolution within agreed service levels.

What you’ll bring:

• Desktop support experience, preferably at 2nd line level within a complex IT support environment.
• Strong working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
• Experience supporting device deployment, enrolment and configuration using Microsoft Intune, Autopilot or equivalent endpoint management tools.
• Good understanding of Active Directory, Microsoft Entra ID, group membership, user accounts and device management.
• Experience working in a customer-focused environment, with excellent communication skills and the ability to explain technical information clearly.
• Experience using ITSM or Service Management tools, with the ability to manage incidents and requests in line with agreed service levels