Support Bar Analyst

IT Support Analyst - Support Bar

2 positions | 2-month contract | £[salary/rate]

Location: Shepherd's Bush / Brook Green, London
Working pattern: Monday-Friday, 5 days per week on-site
Hours: Shifts between 7:00am and 5:30pm

This is a fully office-based role, 5 days per week in Shepherd's Bush / Brook Green, and on-site working is non-negotiable. You'll also need to be flexible to work Monday-Friday shifts between 7:00am and 5:30pm.

The opportunity

We're looking for 2 IT Support Analysts to join the Support Bar team of a leading global customer data science, analytics and retail technology organisation.

This is a hands-on, customer-facing role supporting users across a modern, technology-driven environment. You'll provide Level 1 and Level 2 IT support, working from a busy Support Bar as well as supporting remote users.

You'll be part of a global team of 10, with 4 colleagues based in the UK and the remainder working internationally, giving you the opportunity to collaborate across a genuinely global IT function.

What you'll be doing

Provide friendly, professional Level 1 and Level 2 IT support to on-site and remote users.
Troubleshoot hardware, software, account, configuration and connectivity issues across Windows and macOS.
Support technologies including Microsoft 365, Entra ID, Active Directory, Intune, Cloudflare VPN, mobile devices and AV/meeting room technology.
Investigate Level 2 issues thoroughly before escalation and gather logs, screenshots, error messages and diagnostic information for Level 3 teams.
Maintain ownership of incidents through to resolution, keeping users informed throughout.
Support Joiner, Mover and Leaver (JML) activities, including laptop builds, configuration, deployment, collection and redeployment.
Manage incidents and requests through ServiceNow, prioritising work and meeting SLAs.
Maintain accurate asset, device, ticket and CMDB records.
Help the team maintain audit readiness through accurate records, documentation and adherence to IT processes.
Contribute to knowledge sharing, documentation and improvements to the overall support experience.
Work with colleagues across the global IT team and provide support to remote offices where required.
Develop towards becoming an Office Champion for designated remote locations, with occasional European travel potentially required.

What we're looking for

You'll ideally have experience working in a hands-on IT support environment and be confident dealing directly with users.

Technical experience:

Microsoft Entra ID and Active Directory
Microsoft Intune
Microsoft 365
Windows and macOS
Laptop and end-user device deployment
Joiner, Mover and Leaver processes
Cloudflare VPN / secure remote access
ServiceNow or another ITSM platform
General hardware, software and connectivity troubleshooting
Supporting both on-site and remote users
Gathering technical information for Level 3 escalations

We're also looking for someone who is:

Customer-focused and enjoys helping people
Professional, approachable and confident face-to-face
A strong communicator and problem solver
Organised and comfortable managing competing priorities
Detail-oriented, particularly around device configuration and IT records
Comfortable working independently and as part of a global team
Flexible, reliable and passionate about technology

TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention