IT Support Analyst / Service Desk (Permanent)

About Us 3173 is a privately owned UK firm of pensions experts with clients throughout the UK, serviced from offices in London, Belfast, Glasgow, Manchester, Birmingham, Bristol and Leeds. The 3173 Group of companies includes Dalriada Trustees Limited (Dalriada) one of the UKs largest professional pension scheme trustee companies. Spence & Partners provides full pension actuarial, consulting, investment consulting and administration services that provide simply smarter solutions for trustees, employers and members and Mantle: reimagines the traditional models of defined benefit pensions administration and actuarial valuation software. We look after our staff first and foremost, but for a commercial purpose, which is to deliver great service profitably. By focusing on our goal, we provide the best outcomes for pension scheme members, trustees, and employers. About You The Support Analyst delivers first- and second-line technical support across the 3173 Group, enabling colleagues to work efficiently and securely. The role covers end-user computing, Microsoft 365 services, identity and access management, device provisioning, joiner/mover/leaver processes, and day-to-day technical troubleshooting. The IT Support Analyst works closely with internal stakeholders and third-party suppliers to meet service levels and continuously improve the user experience. Responsibilities & Criteria Service Desk Support (Incidents & Requests) Provide first-line and second-line support to colleagues across the 3173 Group via phone, email, in person and the ticketing system. End-User Computing & Troubleshooting Diagnose and resolve issues across Windows, printers and peripherals, mobile devices, and standard business applications. Support Microsoft 365 services (Office suite including Outlook, Teams, OneDrive, and SharePoint), resolving configuration and user experience issues. Adobe), including installation, updates, and licensing queries. Troubleshoot connectivity issues (Wi-Fi, VPN, MFA/access) and liaise with network and telecoms providers as required. Device Provisioning & Asset Management Build, configure, and deploy laptops and peripherals, ensuring devices are secure, up to date, and ready for use. Maintain accurate asset records (allocation, returns, warranties) and support stock control for IT equipment. Coordinate equipment shipping and returns, including labels and liaison with couriers and support teams. Joiners, Movers & Leavers (JML) Provision accounts, access, and equipment for new starters to ensure a smooth onboarding experience from day one. Process role changes and leavers promptly, following governance controls and removing access in line with policy. Create and maintain user accounts, groups, and licences across Microsoft 365 and related systems, applying least-privilege principles. Identity, Access & Core IT Services Administer identity and access in Microsoft Entra ID (Azure AD), including password resets, MFA support, group membership, and licence assignment. Support email and collaboration services (Exchange Online, Teams, and SharePoint), including shared mailboxes, distribution lists, and access permissions. Onsite Support & Travel Provide on-site technical support at other offices as required, including meeting room/AV setup and scheduled IT visits. Follow internal IT processes and controls, including access governance and joiner/mover/leaver workflows. Skills & Experience Essential Proven experience providing first-line/second-line IT support within a service desk or similar environment. Strong troubleshooting skills across Windows, laptops/desktops, printers, and common end-user issues. Working knowledge of Microsoft 365 (Office suite including Outlook, Teams, OneDrive, SharePoint) and day-to-day user administration. Understanding of identity and access management in Microsoft Entra ID (Azure AD), including passwords, groups, and MFA. Monday to Friday, 37.5 hours per week with additional hours as and when required. Applying with a disability or long-term health condition? As part of our belief that we benefit from the differences among us we are committed to increasing the representation of disabled colleagues and want to remove any barriers or challenges that get in the way of candidates with a disability or long-term health condition from applying to work with us. As part of this commitment, we guarantee to automatically interview anyone with a disability who meets the minimum criteria.