IT Support Analyst

JOB PROFILE

Job Title:

IT Support Analyst

Department:

Central Services

Reports To:

Central Services Manager

Location:

3 Soho Square, London W1D 3HD (100% office-based)

Hours:

40 hours per week, Monday to Friday, 9:00am - 6:00pm

Contract:

Permanent

Job Purpose

To provide first-line IT support to all BBFC staff, ensuring the smooth operation of IT systems and services. The role involves administering the IT service desk, resolving technical issues, and maintaining hardware and software across the organisation. This is an excellent opportunity for someone looking to develop their IT career in a dynamic and unique environment.

Key Responsibilities

Service Desk

• Triage incoming IT support requests via Freshdesk, ensuring tickets are logged, prioritised, and resolved within agreed SLAs

• Provide first-line technical support to approximately 50 staff members, both on-site and remote

• Monitor and meet KPIs including response times, resolution rates, and customer satisfaction

• Escalate complex issues to senior technical staff or 3rd party vendors as appropriate

Hardware Support

• Configure, deploy, and maintain PC laptops, Chromebooks, and associated peripherals

• Support in-house audio-visual equipment including presentation and video conferencing systems

• Perform hardware diagnostics and repairs, arranging warranty replacements where necessary

• Administer IT asset inventory and lifecycle, including procurement recommendations

Software & Systems Support

• Provide support for Google Workspace (Gmail, Drive, Calendar, Meet, Docs, Sheets)

• Support Windows 11 and ChromeOS environments, including troubleshooting and updates

• Assist users with standard office applications and business systems

• Daily support and maintenance for in-house audio-visual equipment including presentation and video conferencing systems

Network & Security Support

• Provide basic network support

• Support security initiatives including software rollouts, testing, and compliance activities

• Adhere to and help enforce IT security policies and procedures

General

• Maintain clear and accurate documentation of IT processes and procedures

• Contribute to IT projects and system improvements as required

• Keep up to date with technology developments and best practices

PERSON SPECIFICATION

IT Support Analyst

Essential Criteria

Experience & Qualifications

• Minimum of 2 years' experience in a dedicated IT support or Service Desk role.

• Demonstrable experience using professional service desk ticketing systems

• Proven track record of providing high-quality support within a professional office environment.

Technical Skills

• Advance knowledge of Windows 11 and ChromeOSenvironments.

• High level of Proficiency with Google Workspace (Gmail, Drive, Calendar, Meet, Docs, Sheets)

• Experience in hardware configuration and troubleshooting for laptops and Chromebooks.

• Understanding of user account management and access control

Personal Qualities

• Excellent customer service skills with a patient, user-centric approach.

• Strong problem-solving abilities and logical thinking or Strong analytical and problem-solving abilities with a logical approach to troubleshooting.

• A disciplined approach to IT governance, data protection (GDPR), and security protocols.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical staff.

• Ability to work independently and as part of a team

• A commitment to continuous learning and professional development

Desirable Criteria

• ITIL Foundation certification or equivalent understanding of IT service management

• CompTIA A+, Google IT Support Professional Certificate, or similar qualification

• Experience with Freshdesk or similar service desk platforms

• Basic networking knowledge (DNS, DHCP, TCP/IP)

• Experience with IT asset management

• Interest in or experience with security practices

What We Offer:

• Salary: £28,000 to £33,000 per annum

• Contract: Permanent

• Full Time: 40 hours per week

• Location: 3 Soho Square, London W1D 3HD (Fully office-based)

• 25 days holiday per full year (increasing by one day each year to a maximum 30 days)

• Group personal pension plan

• Non-contributory life assurance

• Employee assistance support

• Be part of a dynamic, forward-thinking organisation at the forefront of film and digital content regulation.

• A supportive and inclusive work environment that values diversity and promotes professional development.

• Structured opportunities for professional growth and development, including dedicated training.