Job detail for IT Support Analyst

About Us

At CIPFA, we're driven by a singular purpose: to transform lives through exceptional public financial management. As a leading international accountancy body, we champion integrity, transparency, and efficiency in the use of public funds. We believe that every pound spent should deliver tangible improvements to public services, creating a better future for individuals and communities worldwide. Join us in shaping a world where public money truly makes a difference.

About the Role

As a member of our IT Support team, you will be responsible for delivering an efficient, customer-focused IT service. This will include desktop support, application and systems training and expertise, and first-line problem diagnosis to CIPFA’s offices and external clients.

**Key **

Corporate and Strategic

In this role, you will:

• Deliver the day-to-day activities of IT Service Desk operations, ensuring users and business teams receive the support they require.

• Manage customer expectations, act as a communication channel between customers and the wider Transformation Directorate, and provide first-contact resolution wherever possible.

• Ensure adherence to relevant professional standards and certifications, including ISO standards and Cyber Essentials, coordinate supporting work and contribute to the achievement of KPIs.

• Act as a trusted advisor to the business on CIPFA’s systems and help users work effectively.

Operational

You will:

• Provide expert support for CIPFA’s business systems, including Microsoft 365, SharePoint, OneDrive, Dynamics, Microsoft Entra ID and Intune, diagnosing issues and providing practical user guidance.

• Manage IT onboarding and offboarding, including user accounts, licences, devices, access permissions and induction support.

• Provide hands-on and remote IT support, including hardware, software, workstations, audio-visual equipment, system configuration, upgrades and patches.

• Triage, investigate and resolve service requests, incidents and security events, keeping stakeholders informed and maintaining accurate records.

• Carry out identity and access management activities, including password resets, multi-factor authentication enrolment, access reviews and authentication troubleshooting.

• Maintain and continually improve Service Desk processes, technical documentation and knowledge base articles.

• Identify opportunities to improve the internal customer experience and share knowledge across the IT Support team.

• Support the IT Compliance & Support Manager with IT projects and other required tasks.

About You

You’ll have experience working in a busy IT Help Desk or Service Desk environment, with a strong customer focus and the ability to take ownership of issues through to resolution.

You’ll also have:

• Experience providing hardware and software support.

• Strong knowledge of Windows 11, Microsoft 365, Teams and SharePoint.

• Hands-on experience with Microsoft Entra ID and Intune.

• Strong troubleshooting, communication and documentation skills.

• A proactive, organised approach and the ability to work effectively under pressure.

Experience with Jira Service Management, Windows Autopilot, PowerShell, Microsoft Defender or IT asset management would be an advantage.

Qualifications

Essential

• GCSE English and Maths at Grade C or above.

Desirable

• ITIL Certification.

• Microsoft Certification.

Our Employee Offer

In exchange for helping us to make a difference we offer:

• Reward – Giving you fair pay and generous benefits, which includes completive salary, generous pension scheme, holiday scheme, family friendly benefits and more!

• Wellbeing – Empowering you to work flexibly, balancing your personal and professional live through our permanent 4-day working week (work 4 days, get paid for 5) and hybrid working, alongside with a range of health benefits, such as access to an Employee Assistance Helpline and the opportunity to join our Health Cash Plan.

• Purpose – Connecting the work you do with its social value and impact through paid volunteering days and charity and community work.

• Growth – Enabling you to develop your skills and knowledge through access to training opportunities, paid professional membership subscriptions, and career break options.

• Culture – Our culture is one of respect. We give you a sense of belonging, supporting you to work with autonomy, openness, and collaboration.

We know that not all people come from the same background, or think the same – so why should we? At CIPFA, we want to be a great place to work where a diverse group of people from all backgrounds can turn up and thrive. When we hire, we want you to feel empowered to bring your best self to work.

Please let us know if you need any reasonable adjustments throughout the recruitment process.