Support Analyst
About this role
*Please note that all CVs and applications are reviewed by people, not AI* Arqit is a global pioneer in quantum-safe encryption: we provide a proven defence against both current cyber dangers and impending quantum threats. Our nearly 110 staff worldwide describe Arqit as succeeding in providing a positive and inclusive working environment, where staff feel that managers care about the success and well-being of their teams, and individuals feel valued as employees. We have a new opportunity for a Support Analyst with strong experience in a service-oriented Service Desk environment and a solid understanding of Windows, Apple and cloud platforms. You will be joining a fast-paced, exciting tech scale-up, and we can offer you fun and interesting work. You will be working within the Service Desk team, managing day-to-day support issues, and you have the aptitude and responsibility to assist the team in more complex Incidents and Problems. We have a great team culture that gives you the opportunity to innovate, take ownership, and scale new heights: this is a really good chance for a proactive and self-motivated individual to join a growing company, and seize the career opportunities that arise from that growth. We are based in friendly offices, close to Victoria, Westminster and St James Park stations, and operate a hybrid working model. What you'll be doing 1st and 2nd line IT Support (Helpdesk, Remote and Deskside) Providing exceptional Service Support and Customer Service to the Business, via remote and deskside support, email and telephone Providing solution(s)/work around(s) to Incidents and Problems Creating, managing and evolving Polices, Processes and Procedures Working to SLA thresholds for incident(s), request(s) and problem(s) Prioritising and managing workload effectively, managing multiple open Incidents/Problems and mini projects simultaneously Systems & Performance monitoring, and problem management Establishing and maintaining excellent working relationships with the Business and 3rd parties Review of Services, application delivery, patching and Anti-Virus Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to Arqit. Work with a variety of business and technical teams to enhance service Supporting users on both hardware and software applications Desktop and Laptop Builds Mentoring Junior members of the team and helping to build a knowledge base for all ICT to use Working with other senior ICT staff within infrastructure to upskill. What we're looking for The ideal candidate will have a very high level of Customer Service experience and preferably be Microsoft certified and have spent a minimum of 3 years supporting Windows and Apple platforms. As well as all the expected qualities of an experienced Support / Helpdesk engineer, the following skills would be beneficial to the role. User administration within the following environments: Office 365 Windows 11 Sharepoint Cloud based security products Windows (server as well as Win10/11) admin and support Knowledge and use of AI tooling such as Claude, Co Pilot and OpenAi Exchange 365 mailbox administration Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution Exceptional Customer Service skills Proven experience working within IT service delivery Proven ability to transfer knowledge within a team Endpoint encryption administration General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi Linux admin and support Please note, the ability to work in the UK without restrictions is ESSENTIAL; there may also be a need for UK security clearance in future.
What this role is, and what else it is called
Employers in London advertise this kind of work as IT Support Engineer, Support Engineer, IT Support Specialist and Service Desk Engineer too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in London, advertised without a stated working pattern, which is worth asking about.
How this role compares to the market
London has 1,421 live IT vacancies across 726 source domains, with a median annual salary midpoint of £52,500. Browse London roles.
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Detected on Arqit's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site. More IT jobs in London.