IT Support Analyst

Arrow Global Group

. Provide 1st and 2nd line IT support to colleagues, including executive-level users .

Posted 9/30/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong IT support capabilities, including 1st and 2nd line troubleshooting for Windows and Mac devices, and effective management of user identities through Microsoft Entra and Apple Business Manager. Proficient in using Jira Service Management for incident resolution and maintaining IT asset records.

Highest-signal resume keywords

1st And 2nd Line IT SupportTroubleshooting And Problem-SolvingMicrosoft 365Jira Service Management (JSM)Mobile Device Management (MDM)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

WindowsMacOSMicrosoft OfficeApple Devices SupportHardware And Software InstallationIT Asset ManagementIncident ManagementService Request ManagementConfiguration And MaintenanceUser Identity Management

Soft Skills

Excellent Communication SkillsCustomer-Focused ApproachProactive AttitudeOwnership

Tools & Technologies

Microsoft EntraApple Business Manager (ABM)Jira Service Management (JSM)ITSM Tools

Certifications & Qualifications

ITIL Foundation

Industry Keywords

Joiner Mover Leaver (JML) ProcessIT Service DeskIT Support EnvironmentOffice-Based Role

Tech Stack

Tools & technologies

iOSITSMMacOS

About the role

Key responsibilities & impact

Provide 1st and 2nd line IT support to colleagues, including executive-level users
Run the London Tech Bar, providing face-to-face support and troubleshooting
Triage, investigate and resolve incidents and service requests, ensuring they are correctly prioritised and managed
Take ownership of tickets through to resolution, keeping users informed along the way
Work closely with Managed Service Providers, Third Line and Information Security teams where required
Support the full Joiner, Mover, Leaver (JML) process, including account creation, access permissions and equipment
Set up, configure and maintain laptops, mobile devices and other IT equipment
Manage devices and user identities through Microsoft Entra and Apple Business Manager (ABM)
Support Windows and Mac devices, Microsoft 365, iOS/Apple products, printers and other peripherals
Maintain accurate IT asset and inventory records, including the Asset Management Database
Use Jira Service Management (JSM) and other ITSM tools to log, track and resolve requests

Requirements

What you’ll need

Strong experience in an IT Service Desk or IT Support environment, preferably in a predominantly office-based role
Strong 1st and 2nd line troubleshooting and problem-solving skills
Good knowledge of Windows, MacOS, Microsoft 365 and Microsoft Office
Experience supporting Apple devices, including iPhones, iPads and MacBooks
Experience supporting mobile phones, tablets, printers and other peripherals
Experience installing and configuring hardware and software
Familiarity with Mobile Device Management (MDM) solutions
Experience using service desk/ITSM tools, ideally Jira Service Management (JSM)
Excellent communication skills and a genuine customer-focused approach
A proactive attitude, with a willingness to learn and take ownership
ITIL Foundation is desirable
Experience administering JSM, particularly in relation to JML processes, is desirable