IT Support Analyst

SRLV are a medium-sized firm of Chartered Accountants and Business advisors based in Fitzrovia, a vibrant and exciting spot in Central London.

We work across a variety of exciting industries including Music, Entertainment, Media and Sport providing services to high profile individuals, owner managed businesses, listed companies and international entities.

Our founding partners continue to drive our success through a passion for and commitment to building strong relationships and working in partnership with our clients.

We focus on people as individuals, allowing and supporting you to grow and develop within our firm. We value our differences and know that diversity across our team is what enables us to deliver the best service for our clients. We are committed to ensuring that everyone at SRLV feels they can bring their full selves to work and can thrive in an inclusive and safe space.

THE ROLE

We are excited to offer an excellent opportunity for a talented IT Support Analyst who is passionate about IT and technology, with a strong customer-focused approach. This role involves providing both remote and deskside technical support for a leading accountancy firm based in London.

As a business-facing position, you will primarily provide 1st and 2nd line support for all IT-related requests and issues within the Service Desk team. Your responsibilities will include logging incidents, troubleshooting software and hardware issues, and managing them through to resolution, including escalation when necessary.

The ideal candidate will have strong technical expertise in Azure, Windows 11, Microsoft 365, MS Teams, Active Directory, and basic network troubleshooting. ITIL awareness or certification is preferred, but not essential. This is a great opportunity to further develop your skills and work in a dynamic environment.

KEY RESPONSIBILITIES

• Be the first point of contact to provide 1st and 2nd technical support for the Service Desk
• Provide cover to the business from 08:00 - 18:00 on a shift basis
• Accurately record all details of calls (via telephone or email) on the Service Desk application and pro-actively manage the call queue on a regular basis
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Work with the IT Manager and managed service provider to solve complex / escalated problems
• Take ownership of user problems and be proactive when dealing with user issues
• Update and maintain the IT asset database whilst ensuring a high degree of accuracy
• Support the firm's laptop environment with Windows 11 and Microsoft 365
• Application support of key business accounting software Caseware, CCH, Sage, Alphatax, Intapp, FibreCRM, etc.
• Work closely with third party vendors to resolve IT issues
• Providing remote assistance to support staff and partners working away from the office
• Provide support for the cloud hosted Teams telephony and meeting rooms
• Configure, deploy and support the firm's fleet of mobile devices and printers
• Support new and existing users in the use of the firm's IT system by providing necessary training and advice including induction training for new staff
• Configure and deploy laptops in line with departmental deployment / moves & changes processes
• Follow and maintain departmental procedures, such as the starter & leaver process
• Assist the IT Manager with the implementation of new projects

ESSENTIAL EXPERIENCE AND SKILLS

• 2-3 years' experience working within a first and second line Service Desk support role
• Knowledge and experience of Azure, M365, Windows 11 and Azure Virtual Desktop
• Excellent analytical and communications skills, both verbal and written

DESIRABLE EXPERIENCE AND SKILLS

• Strong networking and troubleshooting experience
• ITIL Foundation
• Background in IT support within an accounting practice or professional services would be advantageous

ADDITIONAL INFORMATION

• 9.30am-5.30pm, Monday to Friday

BENEFITS

• Fantastic private medical insurance
• 23 days annual leave plus bank holidays and 3 additional days over the December holidays
• Cashback scheme for medical expenses
• Group Life Insurance
• Mental and Physical Health Support
• Regular social events and activities - including pizza, breakfast and/or drinks on the rooftop terrace, office, or local venues