IT Support Analyst

SFG20

IT Support Analyst ensuring high-quality technical support for SFG20's operations. Responsible for maintaining critical systems and responding to customer technical inquiries in a business environment.

Posted 7/8/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT SupportTroubleshootingSystem AdministrationData IntegritySaaS PlatformsTechnical QuestionnairesComplianceConfiguration ManagementIncident ResolutionDocumentation

Soft Skills

CommunicationAttention to DetailCustomer FocusTime ManagementProblem-Solving