IT Support Analyst

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SFG20

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1990

Manage your building maintenance, effortlessly, through the SFG20 software, Facilities-iQ.

📋 Description

• Provide high-quality first- and second-line IT support to internal users via the HubSpot ServiceDesk, ensuring timely and effective resolution of incidents and service requests. • Diagnose, troubleshoot, and resolve hardware, software, and system issues, escalating more complex problems where appropriate and tracking them through to resolution. • Support, maintain, and administer the HubSpot CRM platform and associated tools, including user access, configuration, data integrity, and ongoing optimisation. • Support other business-critical systems that underpin sales, marketing, and customer engagement activities. • Respond to technical customer queries in a clear, accurate, and customer-focused manner. • Complete technical customer questionnaires, including security, compliance, and IT due-diligence responses, using Loopio. • Work closely with internal stakeholders to ensure customer responses are accurate, consistent, and aligned with SFG20’s technical and security posture. • Identify opportunities to improve IT support processes, tools, and systems, contributing to increased service quality, resilience, and productivity. • Collaborate with development and technical teams to help identify, prioritise, and implement system and process improvements. • Create and maintain clear documentation, knowledge base articles, and internal guidance materials. • Stay up to date with industry best practices, emerging technologies, and security standards, sharing knowledge across the business to continuously improve support delivery.

🎯 Requirements

• Experience providing first- and second-line IT support in a business environment. • Strong working knowledge of IT service desk processes and ticketing systems (e.g. HubSpot ServiceDesk or similar). • Experience supporting business applications and SaaS platforms, particularly CRM systems such as HubSpot. • Ability to respond to technical customer queries clearly and professionally. • Experience completing or contributing to technical, security, or compliance questionnaires. • Strong problem-solving skills, with the ability to diagnose, prioritise, and resolve issues efficiently. • Excellent communication skills, with the ability to explain technical issues to non-technical users. • Ability to manage competing priorities and work effectively under pressure. • Strong attention to detail and a commitment to quality and accuracy.

🏖️ Benefits

• 26 days holiday + Bank holidays + buy up to 5 days • Private Medical insurance with BUPA • Remote/Hybrid first policy • Employee Assistance programme with WeCare • Enhanced Family Friendly Benefits • Gym Discounts • and more!