IT Service Support Analyst
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
£33,000 – £35,000 / year
Salary
Within the market range
£41,700
Going rate
Offer is 0.8× the going rate
This role may qualify only on a lower rate
Anyone can use the standard rate, and the pay is below it. If you are a new entrant or a PhD holder, you can use a lower rate, and the pay clears the new entrant rate. On the jobs board, Standard hides roles like this and the new entrant rate shows them as Possible at most. The advertised pay goes up to £35,000.
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 Clears | £33,400 Clears | £37,500 Misses | £41,700 Misses |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. A mark is for the top of the advertised pay. How the Home Office picks the code
About the role
IT Service Support Analyst - 12 Month FTC
Location: Birmingham (Primarily Office-Based with travel to our depots across the network as required)
Closing Date: 16th October 2026
Salary: £33K to £35K
Are you a proactive IT professional with a passion for delivering exceptional technical support and customer service? We're looking for a talented IT Service Support Analyst to join our team in Birmingham, providing expert support across a diverse range of systems, applications and technologies.
This is an exciting opportunity for an experienced IT support specialist who enjoys troubleshooting technical issues, working collaboratively with users and colleagues, and playing a key role in maintaining high-quality IT services.
About the Role
As the IT Service Support Analyst, you will be responsible for diagnosing, resolving and escalating IT incidents and service requests while ensuring excellent customer experiences. You'll work across a broad range of Microsoft technologies, providing technical expertise and support to colleagues and stakeholders.
Alongside technical troubleshooting, you'll contribute to IT administration, system documentation, user guides and knowledge base articles, helping to drive continuous improvement across IT services.
While the role is mainly office-based in Birmingham, occasional travel to meet colleagues, clients and suppliers, including overnight stays, may be required.
Key Responsibilities
- Provide 2nd line technical support for IT systems, applications and users.
- Diagnose, troubleshoot and resolve a wide variety of hardware, software and network-related issues.
- Manage incidents, service requests and problems in line with agreed SLAs.
- Communicate effectively with users, managing expectations and providing regular updates.
About You
We're looking for someone who combines strong technical expertise with a customer-focused approach.
Essential Skills & Experience
- Minimum 2 years' experience in an IT Support or Service Desk environment.
- Strong incident management experience, including stakeholder communication and expectation management.
- Experience working to SLA targets for incidents, requests and problem management.
- Knowledge of Active Directory and Exchange administration.
- Strong experience supporting Windows operating systems and Microsoft 365 applications.
- Experience troubleshooting Outlook in a business environment.
- Excellent communication, organisational and customer service skills.
- Strong analytical and problem-solving abilities.
- Ability to prioritise workloads effectively in a fast-paced environment.
- Practical understanding of IT Service Management frameworks such as ITIL.
- Up-to-date knowledge of IT infrastructure, technologies and industry best practice.
- Ability to quickly learn and retain new technical information.
- Strong attention to detail and commitment to service excellence.
- Comfortable working collaboratively within a team environment.
Desirable Skills & Experience
- Experience identifying and mitigating business risks.
Qualifications
Essential
- Good standard of education (A-Level equivalent or relevant industry experience).
- ITIL Foundation certification.
Desirable
- Degree-level education or equivalent professional experience.
- Microsoft certifications such as MCSE.
- Project Management qualification (PRINCE2, APMP or equivalent).
Why Join Us?
- Opportunity to work with a wide range of technologies and systems.
- Supportive and collaborative team environment.
- Professional development and career progression opportunities.
- Chance to make a real impact through the delivery of high-quality IT services.
If you're an enthusiastic IT professional looking for your next challenge, we'd love to hear from you.
Apply today and become part of a team committed to delivering outstanding technology support and service excellence.
Diversity & Inclusion
We welcome applications from people of all backgrounds, identities and experiences, including women, people from ethnic minority / global majority backgrounds, people with disabilities, neurodivergent people, LGBTQ+ colleagues and those with caring responsibilities.
We believe that inclusion drives innovation. We’re committed to building a culture where everyone can thrive, contribute their ideas and reach their full potential.
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This description is the source posting as it read when we added it. We are not affiliated with ARRIVA RAIL LONDON LIMITED, so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sample- Offer £33,000–35,000
- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
The range sits inside the market's middle half (£29,172–44,044), so this is typical pay for the occupation.
This pay misses the £41,700 standard floor, but clears the £33,400 new entrant rate.
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About sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. ARRIVA RAIL LONDON LIMITED holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.