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IT Support Analyst
About Us
3173 is a privately owned UK firm of pensions experts with clients throughout the UK, serviced from offices in London, Belfast, Glasgow, Manchester, Birmingham, Bristol and Leeds.
The 3173 Group of companies includes Dalriada Trustees Limited (Dalriada) one of the UK’s largest professional pension scheme trustee companies. Spence & Partners provides full pension actuarial, consulting, investment consulting and administration services that provide simply smarter solutions for trustees, employers and members and Mantle: reimagines the traditional models of defined benefit pensions administration and actuarial valuation software.
The 3173 Culture
Our primary aim is to provide interesting, worthwhile and healthy careers for all our people; we believe that this emphasis sets us apart from our competitors.
We are defined by our ethos and by our goal:
Our ethos is an individual and collective commitment achieved through carefully balancing responsibility with freedom and flexibility, all of which is underpinned by a willingness to work interdependently. When we get this balance right, it is how we do our best work.
We look after our staff first and foremost, but for a commercial purpose, which is to deliver great service profitably. By focusing on our goal, we provide the best outcomes for pension scheme members, trustees, and employers.
About You
The Support Analyst delivers first- and second-line technical support across the 3173 Group, enabling colleagues to work efficiently and securely.
The role covers end-user computing, Microsoft 365 services, identity and access management, device provisioning, joiner/mover/leaver processes, and day-to-day technical troubleshooting. The IT Support Analyst works closely with internal stakeholders and third-party suppliers to meet service levels and continuously improve the user experience.
Responsibilities & Criteria
Service Desk Support (Incidents & Requests)
- Provide first-line and second-line support to colleagues across the 3173 Group via phone, email, in person and the ticketing system.
- Log, categorise, prioritise, and progress incidents and service requests in line with agreed SLAs.
- Own tickets through to resolution, escalating to internal specialists or third-party suppliers when required, and documenting troubleshooting and actions taken.
- Maintain regular communication with users, providing timely updates and managing expectations throughout the request lifecycle.
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End-User Computing & Troubleshooting
- Diagnose and resolve issues across Windows, printers and peripherals, mobile devices, and standard business applications.
- Support Microsoft 365 services (Office suite including Outlook, Teams, OneDrive, and SharePoint), resolving configuration and user experience issues.
- Support approved third-party applications (e.g., Adobe), including installation, updates, and licensing queries.
- Troubleshoot connectivity issues (Wi-Fi, VPN, MFA/access) and liaise with network and telecoms providers as required.
Device Provisioning & Asset Management
- Build, configure, and deploy laptops and peripherals, ensuring devices are secure, up to date, and ready for use.
- Maintain accurate asset records (allocation, returns, warranties) and support stock control for IT equipment.
- Coordinate equipment shipping and returns, including labels and liaison with couriers and support teams.
Joiners, Movers & Leavers (JML)
- Provision accounts, access, and equipment for new starters to ensure a smooth onboarding experience from day one.
- Process role changes and leavers promptly, following governance controls and removing access in line with policy.
- Create and maintain user accounts, groups, and licences across Microsoft 365 and related systems, applying least-privilege principles.
Identity, Access & Core IT Services
- Administer identity and access in Microsoft Entra ID (Azure AD), including password resets, MFA support, group membership, and licence assignment.
- Support email and collaboration services (Exchange Online, Teams, and SharePoint), including shared mailboxes, distribution lists, and access permissions.
- Support business systems used across Spence & Partners, Dalriada Trustees, Mantle, and other 3173 Group companies, coordinating with suppliers as required.
Onsite Support & Travel
- Provide on-site technical support at other offices as required, including meeting room/AV setup and scheduled IT visits.
Documentation, Continuous Improvement & Compliance
- Create and maintain knowledge articles and user guides to improve first-time fix rates.
- Follow internal IT processes and controls, including access governance and joiner/mover/leaver workflows.
- Identify recurring issues and contribute to service improvement initiatives (e.g., standard builds, automation, supplier-led fixes).
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Skills & Experience
- Proven experience providing first-line/second-line IT support within a service desk or similar environment.
- Strong troubleshooting skills across Windows, laptops/desktops, printers, and common end-user issues.
- Working knowledge of Microsoft 365 (Office suite including Outlook, Teams, OneDrive, SharePoint) and day-to-day user administration.
- Understanding of identity and access management in Microsoft Entra ID (Azure AD), including passwords, groups, and MFA.
- Excellent customer service, clear communication, and strong ticket ownership.
Circumstances
- Location: Belfast
- Working hours: Monday to Friday, 37.5 hours per week with additional hours as and when required.
- All roles are subject to a six-month probationary period and all prospective employees are required to complete an Access NI check.
- As part of the pre-hire process the successful candidate will be subject to reference checking security vetting.
- 3173 is an Equal Opportunity Employer.
Applying with a disability or long-term health condition?
As part of our belief that we benefit from the differences among us we are committed to increasing the representation of disabled colleagues and want to remove any barriers or challenges that get in the way of candidates with a disability or long-term health condition from applying to work with us. As part of this commitment, we guarantee to automatically interview anyone with a disability who meets the minimum criteria.
If there is support or an adjustment that we can provide to enable you to be at your best during the recruitment and selection process, we encourage you to advise us in good time so that we may make suitable arrangements. We understand that being open with us may feel uncomfortable so please only share with us the information that you are comfortable to share, and rest assured that we will use this only to provide you with the right support. Any information you give us will be treated completely confidentially. To discuss this further please call 028 9041 2000 and ask to speak to a member of the People & Culture team.
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