Closing date - 25 Feb 26
Salary - £27,976.00 per annum

Please feel free to contact us at recruitment@factoryinternational.org if you require any support in completing your application. 

IT Helpdesk Analyst Job Pack - download here
IT Helpdesk Analyst Application questions - download here

Provide first and second-line helpdesk and technical support to all FI user groups, ensuring devices, accounts, and core services are available, secure, and compliant. The role blends day today helpdesk service responsibilities, with administration tasks and with basic (foundational) cyber security tasks —proactively improving Microsoft Secure Score, maintaining endpoint protection, and keeping devices patched in line with policy. All role activities and standards will align with our IT Policies (including End User Device Security) and Patching Policy.

The key responsibilities for the IT Helpdesk Analyst include;

Help desk support

-       Deliver first- and second-line support via the helpdesk, walk-ups, and remote assistance; triage, resolve, and escalate incidents and requests within agreed SLAs. Ensuring all calls are logged and tracked via the helpdesk system

-       Ensuring all end user devices (hardware and software) run to the highest standards and quality of service (performance), and with minimal disruption or downtime. This would include provision and maintenance of user accounts, groups, licenses, and devices (join, enrol, retire), following joiner/mover/leaver processes and data protection requirements. Following and delivering the new starters and leavers processes

-       Provide general Venue IT support including set up of rooms and events with IT/AV basics (network connectivity, peripherals), coordinating with Facilities/Production where needed. Providing support for network printing services.

-       Assess needs for staff with accessibility requirements and provide solutions

Cyber Security

-       Complete relevant cyber security actions and checklists as aligned with our organisational policies. Including Microsoft Secure Score actions, cyber essential plus accreditation, Endpoint protection (EDR/AV), applying antivirus/EDR policies, maintain device compliance policies (encryption, firewall, OS version), support vulnerability remediation,

-       On a weekly basis, monitor Secure Score in Microsoft 365 Defender; recommend and implement and track low/medium complexity improvements, raising change requests for higher risk items to senior engineers. On a monthly basis, produce simple Secure Score snapshots and action trackers.

-       Ensure end user communication is clear and inclusive when security controls change (e.g., MFA rollouts), referencing the organisation’s IT policy and awareness principles

-       Undertake device patching & update management applying the organisation’s patching schedule and windows for Windows/macOS, browsers, and key applications, achieving agreed compliance levels across laptops/desktops. Use Intune/Windows Update for Business (and any approved tools) to deploy updates; verify success/fail, re try, and report on compliance. Report monthly compliance metrics and exceptions in line with the IT Patching Policy

Asset & configuration management

-       Keep accurate records: device inventory (Helpdesk system, Intune), ownership, lifecycle state, warranty, and configuration profiles. Manage peripherals and secure disposal of IT equipment in line with policy

Training, awareness & continuous systems usage improvement

-       Represent the IT department at all levels of the organisation and promote the use of IT and ‘good practice’. Keeping clear, accessible documentation and knowledge articles for repeat issues and “how to” guides. Contributing to IT knowledge base articles and short training sessions; championing inclusive, plain English guidance

-       Work collaboratively and communicate effectively with management, stakeholders and all users (including inducting new starters), providing them with pragmatic guidance, support, and solutions for their IT needs and issues. Working with relevant departments to ensure that they get the most from their existing systems. This includes providing friendly coaching on usage of IT, including secure usage and promoting cyber security and data protection risk awareness

-       Keep up to date with the latest emerging trends and innovations in IT

Governance & compliance

-       Follow data protection, acceptable use, remote access, password, mobile device, and incident response policies; record actions and evidence for audits

The person specification for the IT Helpdesk Analyst are;

ESSENTIAL

-       Customer helpdesk support — Proven ability to resolve common end user issues across Windows/macOS, Microsoft 365, Dropbox, and networking basics, with clear, empathetic communication

-       Security hygiene — Practical experience applying MFA, hardening mail & collaboration tools, and keeping endpoints protected and compliant

-       Patch & update discipline — Hands on with Intune/WUfB (or similar), monitoring compliance and remediating failed updates

-       Documentation & teamwork — Writes concise instructions and works effectively with IT colleagues and non technical teams

-       Good verbal and written communication skills - comfortable engaging with all staff types

-       Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

DESIRABLE

-       Experience in a range of systems and softwares including;

o   Microsoft Intune (device enrolment, compliance, update rings), Microsoft Entra ID (identity), Microsoft Defender suite (Endpoint, Email & Collaboration)

o   Basic scripting/automation (PowerShell) for routine tasks

o   ITIL aligned service management and change control

-       Experience of Telephone systems

-       Event/venue support experience

-       Experience with SharePoint, Microsoft apps

-       Understanding of and experience working with AI technologies

-       Enthusiasm for training, mentoring and support of emerging talent

-       Qualification or recertification in CompTIA A+ / Network+ / Security+, or Microsoft Fundamentals (SC 900/MS 900), or equivalent practical experience

When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role and we may decide to discount your answer if we believe it is solely generated by AI.