IT Support Analyst

Job Description

IT Support Analyst

Application Deadline: 30 August 2026

Department: PBS – IT

Employment Type: Permanent – Full Time

Location: Edinburgh

Compensation: £26,238 – £29,953 / year

Location: Head Office in Edinburgh (with occasional travel to UK offices and project sites)

Contract Type: Permanent

Closing Date: 30/08/2026

We’re looking for an enthusiastic, customer-focused IT Support Analyst to join our IT team. You’ll provide first line support to colleagues across the UK, helping them get the most from their devices, applications, and cloud services.

This role is ideal for someone who enjoys practical, hands on IT work, including configuring laptops and mobile devices, deploying software, resolving technical issues, and supporting users. You’ll also have opportunities to develop your skills in Microsoft 365, endpoint management, cybersecurity, and cloud technologies.

The Role

The role Our IT team supports over 240 colleagues across multiple UK offices and field-based project teams. This is an excellent opportunity to join a supportive team, build valuable technical experience, and develop your IT career. If you enjoy solving problems, supporting people, and working with technologies such as Microsoft 365, Intune, and Entra ID, this is a great opportunity to grow your career.

• Deliver first line support for hardware, software, network, and end user issues via ticketing system, email, phone, and in person
• Troubleshoot and resolve technical issues across Windows, macOS/iOS, and Android platforms
• Support Microsoft 365 applications including SharePoint, Teams, OneDrive, Outlook, and Exchange Online
• Configure, deploy, and support laptops, desktops, mobile devices, and peripherals, including user profiles, device setup, and password resets
• Perform device builds, imaging, and Out-of-Box Experience (OOBE) setups
• Manage user onboarding, account creation, permissions, and access via Active Directory and Entra ID
• Support mobile device management platforms such as Intune, JAMF, and Samsung Knox
• Assist with software installation, updates, patching, and system maintenance activities
• Maintain accurate records and documentation within our IT Service Management (ITSM) platform
• Support the full IT asset management lifecycle, from procurement and deployment to reconciliation, withdrawal, and sustainable disposal
• Monitor device compliance, security controls, and adherence to IT policies
• Escalate complex issues appropriately and collaborate with senior IT colleagues and third party suppliersli>
• Deliver excellent customer service by keeping users informed throughout the resolution process
• Support business continuity, backup, disaster recovery, and change management activities
• Contribute to continuous improvement initiatives that enhance IT support services across the organisation

Skills, Knowledge and Expertise

Essential skills We recognise that no candidate will meet every requirement listed below. If you have a solid foundation in IT support, a positive attitude, and a willingness to learn, we encourage you to apply.

• Experience providing IT support in a professional environment
• A solid understanding of IT support principles and troubleshooting methodologies
• Knowledge of Windows operating systems, macOS/iOS, and Android platforms
• Experience supporting Microsoft 365, SharePoint, Entra ID, and Active Directory
• Familiarity with IT ticketing systems and remote support tools
• Hands on experience deploying and supporting laptops, mobile phones, and tablets
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies
• Knowledge of IT security best practices and endpoint protection
• Strong communication and customer service skills with a calm, helpful manner
• Ability to prioritise workload, manage multiple tasks, and meet deadlines
• Confidence preparing procedures, documentation, and delivering user training
• A positive, proactive, and collaborative approach to problem solving

Desirable skills

• Knowledge of Deltek Project Management and Accounting systems
• Experience with Datto cloud services
• Familiarity with Azure and AWS cloud platforms
• Experience with Microsoft Power BI, Power Automate, and other Power Platform tools
• Relevant IT certifications such as Microsoft Fundamentals, CompTIA A+, Network+, Security+, or ITIL
• An interest in scripting or automation to improve efficiency and support digital transformation
• Experience working with distributed or multi site organisations

Benefits

• Competitive paid subsistence when applicable
• Employee Assistance Programme (advice on finance, mental health etc)
• Ongoing regular training in various areas e.g. Health & Safety, Technical areas and transferable skills
• Time off in lieu of time worked above standard hours or overtime paid
• Annual profit discretionary bonus & performance related bonus schemes, T&Cs apply
• Annual pay review
• 30 days annual leave, rising based on service length
• Extra annual leave purchase scheme
• 5%-6% employer contribution to pension scheme
• Income Protection Policy, after a year with Headland
• Life Assurance Policy, insuring you 4 times your annual salary, after a year with Headland
• Regular performance, wellbeing & professional development check ins
• Referral scheme with generous fee
• A support group of 30+ Mental Health First Aiders
• Regular offers through RSK Group (e.g. Tastecard, Gym membership discount, Holidays and Entertainment)
• Cycle to work scheme

As part of our commitment to fair and inclusive recruitment, our Applicant Tracking System removes certain identifying information from applications during the initial screening stage. This allows hiring managers to focus on candidates’ skills, experience, and suitability for the role, helping to reduce the potential for unconscious bias and ensuring a more objective recruitment process.

You must have the right to work in the UK without restrictions. Proof of eligibility will be required prior to your commencement.

Headland is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Headland Archaeology is committed to creating an inclusive recruitment process. If you have a disability or need any adjustments to enable you to take part in the interview, we can make suitable arrangements.