JOB PROFILE Job Title: IT Support Analyst Department: Central Services Reports To: Central Services Manager Location: 3 Soho Square, London W1D 3HD (100% office-based) Hours: 40 hours per week, Monday to Friday, 9:00am - 6:00pm Contract: Permanent Job Purpose To provide first-line IT support to all BBFC staff, ensuring the smooth operation of IT systems and services. The role involves administering the IT service desk, resolving technical issues, and maintaining hardware and software across the organisation. This is an excellent opportunity for someone looking to develop their IT career in a dynamic and unique environment. Key Responsibilities Service Desk Triage incoming IT support requests via Freshdesk, ensuring tickets are logged, prioritised, and resolved within agreed SLAs Provide first-line technical support to approximately 50 staff members, both on-site and remote Monitor and meet KPIs including response times, resolution rates, and customer satisfaction Escalate complex issues to senior technical staff or 3rd party vendors as appropriate Hardware Support Configure, deploy, and maintain PC laptops, Chromebooks, and associated peripherals Support in-house audio-visual equipment including presentation and video conferencing systems Perform hardware diagnostics and repairs, arranging warranty replacements where necessary Administer IT asset inventory and lifecycle, including procurement recommendations Software and Systems Support Provide support ..... full job details .....