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IT Support Analyst


A pivotal role in the IT Organisation, providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request or anything that is needed to allow users to return to work satisfactorily. This role requires exceptional customer focus, communication skills and a service mindset.

Key Responsibilities and Tasks:

  • Assist and support end-users who require assistance with IT related hardware and software.
  • Identify and diagnose issues and problems.
  • Action service requests.
  • Advise users on action to take.
  • Categorise and record reported queries.
  • Escalate unresolved problems.
  • Effectively question users to establish symptoms.
  • Follow guidelines and apply basic product knowledge to resolve user requests.
  • Escalate unresolved incidents.
  • Identify and classify incident types and service interruptions to build the knowledge system.
  • Record incidents cataloguing them with symptoms and resolutions.
  • Accurately and carefully follows established procedures.
  • Checks work to ensure it is complete and free from errors.
  • Acts promptly to correct quality defects.


  • ITIL Service Capability – Operational Support and Analysis
  • ITIL Continual Service Improvement or ITIL Practitioner
  • Configuring Windows Devices (70-697)
  • Comp TIA A+
  • Comp TIA Network+
  • Security+
  • Windows Server Operations and administration
  • Active Directory administration


  • Discount on our lease scheme for FCA Vehicles.
  • Private Medical Cover - Single Cover, Family cover at an additional cost
  • Health Shield Cash Plan.
  • 26 days annual leave + statutory bank holidays.
  • Holiday Bonus - £500 paid annually (pro-rata, dependent on length of service)
  • Service Days - One service day for each 5 years of service up to a maximum of 5 service days
  • Company pension scheme - Initial 3% company contributions rising (after two years' service) to double-matched company contributions of up to 12%.
  • A wide range of discounts with associated partners.

Millbank are an equal opportunities employer and welcome applications from all suitably qualified persons.

Millbank operates as an Employment Agency and Business