Summary

We are looking for a dynamic, hands-on Support Analyst who will be part of a team responsible for the day-to-day IT support for our users in Madrid and supporting our Global offices and users.

Core Responsibilities

- Provide first line helpdesk service, support and advice to users on hardware and software issues, both deskside and remote to our internal staff, VIPs and Execs
- Responding to queries via tickets, chat, email and phone for our global staff.
- Diagnosing and resolving issues with PC and MAC hardware, software, networks, printers, telephony and conferencing equipment.
- Maintaining documentation of existing systems.
- Asset management.
- Working to Standard Operating Procedures (SOP’s).
- Research, install and configure new equipment and software.
- Managing stocks of equipment, consumables, and other supplies.
- Provide support and if needed travel to different regional based offices.

Who we’re looking for

Knowledge

- Microsoft 365, Intune and Entra.
- Exchange Online, Teams and SharePoint Online 1st Line Support.
- Use and experience of IT ticketing system.
- Working to ITIL standards.
- Ability to provide meeting room equipment support.

Qualifications

- ITIL v4

Experience

- Experience in a similar role is essential (minimum 2yrs)
- Windows 11 Installation & Configuration.
- Management of Microsoft Office based products.




- Microsoft 365 Administration.
- ServiceNow experience (desirable)

What challenges can you expect in this role?

- Providing support across a range of technologies
- Working to support a general workforce
- Role combines elements of 1st and 2nd line support

Why you’ll make a great member of the team

Personal qualities

- Customer Service Skills : Ability to provide polite and professional service, understand customer needs, and resolve issues efficiently.
- Problem-Solving Skills : Logical thinking, analytical skills, and persistence in resolving complex technical issues.
- Attention to Detail : Carefully examining all aspects of a problem to ensure accurate diagnosis and resolution.
- Self-Discipline : Ability to work independently, prioritise tasks, and manage time effectively.

Why you’ll want to work for us

Our company is a place where you can be yourself and grow, a place where your ideas and opinions matter.

Be you: We pride ourselves on being an inclusive community, where every individual is valued and treated with respect.

Be responsible: Our culture is driven by our core values – from operating safely to ensuring our projects are responsible.

Be recognized: Alongside a competitive salary, we offer a variety of benefits including annual bonus, retention

📌 It Support Analyst (Madrid)
🏢 Lightsource Bp
📍 Madrid