Support Analyst

Office location: Leeds

Department: IT

Closing date: 18/12/2019

Salary: Up to £18,000 Depending on Experience

Role Summary

To provide 1st Line IT Support to Simpson Millar employees across all offices as part of the IT Support Function. This role will also provide assistance to 2nd and 3rd line members of IT including administration support and customer communication.  This role will be predominately based in the Leeds office but with travel to other offices when required.

Key Responsibilities

Operational Management

  • Provide 1st Line IT support
  • Prioritise, Update and Complete IT support tickets in line with agreed SLA’s
  • Clearly communicate with end users and colleagues both written and verbally
  • Escalate support tickets as necessary to 2nd & 3rd line Infrastructure & Application teams and work with these teams to resolve support tickets
  • Install and configure desktop hardware and software
  • Troubleshoot and resolve hardware and software issues
  • Maintain Active Directory records as required
  • Contribute to maintaining the new starters, leavers and movers across the group
  • Participate in an on-call rotation for support of systems outside of normal business hours


  • Ensure that appropriate records are kept up to date with any IT changes that are carried out


  • Contribute suggestions to assist in the improvement of the IT Service
  • Endeavour to improve IT Helpdesk response and service times


  • To support and actively contribute to the wider IT organisation
  • To be prepared to work at different Simpson Millar offices in order to deliver the requirements of this role.

The role holder will be looking to start or continue their career in IT within a busy and service orientated IT Department. An educational or employment history within IT would be preferable but not essential. 

Person Specification


  • A desire to provide 1st line IT Support
  • Ability to work under pressure
  • Ability to provide remote support
  • Team player willing to accept and suggest ideas
  • Strong interpersonal, written, and oral communication skills (a key requirement)
  • Strong organisational skills
  • Good time management
  • Have a genuine interest of the IT sector and aspire for a career in this field
  • Good understanding of the organisation’s goals and objectives

Technical Specification


  • Microsoft Windows Operating Systems, preferably Windows 7, 8 & 10
  • Microsoft Office, preferably 2013 & 2016
  • Experience of supporting a Citrix Xen Desktop (or similar) environment
  • Experience of Helpdesk Call Management Applications
  • Exposure to E-mail Management software such as Mimecast
  • Exposure to Active Directory
  • Microsoft Certifications
  • ITIL Understanding