IT Operations Analyst

About the role

We are looking for an organised IT Operations Analyst to join a close‑knit IT Operations and Security team within the financial services sector. The role serves as the first point of contact for all incoming IT requests, delivering high‑quality Level 1 support and ensuring that more complex issues are routed to the appropriate specialists.

Key responsibilities

• Monitor, triage and manage incoming IT requests from shared mailboxes, Slack channels and support queues.
• Provide Level 1 support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and resolve common desktop/laptop issues.
• Assess, prioritise and forward urgent or complex work to Infrastructure, Operations or Security team members.
• Assist senior staff with routine user account administration, access requests and maintenance of standard operating procedures.
• Support compliance with ISO/IEC 27001 information‑security policies and report any security incidents or policy breaches promptly.

Required profile

• Junior to intermediate experience in an IT Support or Service Desk environment.
• Strong organisational and time‑management abilities with a customer‑focused attitude.
• Excellent written and verbal communication skills.
• Genuine interest in continuous learning, especially in cloud technology and information‑security principles.

Required skills

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Windows desktop operating systems
• Basic networking concepts
• Ticketing / help‑desk systems
• Understanding of ISO/IEC 27001 security standards