Nigel Frank International
IT Support & Web Performance Analyst
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IT Support & Web Performance Analyst
Remote (UK)
Nigel Frank is working with a growing IT services business that is looking for an IT Support & Web Performance Analyst to join its team and work closely with one of its key clients. This is an unusual hybrid opportunity combining first-line Microsoft IT support with website analytics, SEO monitoring and digital performance reporting.
The majority of the position will focus on providing day-to-day IT support across Microsoft technologies. Alongside this, you will help the client understand how its website is performing, how users are finding and navigating the site, and where improvements can be made to its content and online visibility.
You do not need to be an expert in every area. We are open to candidates coming from either an IT support or junior web, SEO or digital analytics background, provided you are interested in developing across both sides of the role. Training and support will be provided in the areas where you have less experience.
The role
Your responsibilities will include:
- Providing first-line technical support to users across Microsoft 365 and Windows environments
- Responding to support requests and resolving common hardware, software, account and access issues
- Supporting Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive
- Assisting with user account administration, password resets, permissions and device setup
- Logging, managing and escalating incidents through the appropriate service desk processes
- Communicating clearly with users and providing a professional, customer-focused service
- Monitoring website traffic, engagement and user journeys through Google Analytics 4
- Reviewing organic search performance through Google Search Console
- Producing regular reports covering website traffic, search visibility, page performance and meaningful user interactions
- Helping establish a baseline of the website’s current performance to measure future improvements
- Monitoring downloads, enquiries, referrals, campaigns and other important website actions
- Supporting basic SEO activity, including search queries, page rankings, indexing, broken links and content performance
- Identifying underperforming pages, content gaps and opportunities to improve the user journey
- Assisting with website accessibility, structured content and technical SEO checks
- Helping monitor how the organisation’s content appears across traditional search engines and emerging AI-powered search platforms
- Working with technical, marketing and client stakeholders to turn website data into clear recommendations
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What we’re looking for
You may come from a first-line IT support background with an interest in websites and digital analytics, or from a junior SEO, web or digital marketing background with an interest in developing your technical support skills.
We would like to see some of the following:
- Experience in first-line IT support, service desk support or a customer-facing technical position
- Familiarity with Microsoft 365, Windows, Outlook, Teams, SharePoint or OneDrive
- Basic knowledge of user administration, devices, permissions and common IT troubleshooting
- Exposure to Google Analytics 4, Google Search Console, SEO or website reporting
- An understanding of how users find and interact with websites
- Confidence working with data and producing clear, understandable reports
- Strong communication and customer service skills
- A logical approach to troubleshooting and problem-solving
- The ability to manage different priorities and know when to escalate an issue
- A genuine interest in developing across both IT support and website performance
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Experience across every listed technology is not essential. The business is particularly interested in candidates who are strong in one side of the role and motivated to learn the other.
Desirable experience
Any exposure to the following would be beneficial:
- Service desk or ticketing systems
- Microsoft Entra ID or Active Directory
- Basic Microsoft 365 administration
- Google Analytics 4
- Google Search Console
- SEO tools such as Semrush, Ahrefs, Screaming Frog or similar
- Looker Studio, Power BI or other reporting tools
- Content management systems
- Website accessibility and Core Web Vitals
- Structured data or schema markup
- AI-powered search and website referral monitoring
What’s on offer
- Salary of up to £25,000
- Training across both Microsoft IT support and web performance
- Exposure to a varied combination of technology, analytics and digital projects
- The opportunity to work directly with an established client
- Support from an experienced IT services business
- A clear opportunity to develop into IT support, Microsoft 365, web analytics, SEO or digital consultancy
To apply, please send your CV to Nigel Frank for consideration.
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