Senior IT Analyst

About The Role

The Senior IT Analyst is the principal in-house resource responsible for day-to-day IT support, providing first and second-line user support and day-to-day IT operations for approximately 80 users. As the principal person responsible for day-to-day IT operations, they will take ownership of incidents and service requests across the support lifecycle rather than operating solely as an escalation resource.

This is a broad, senior analyst role for someone who is technically capable, comfortable working independently and able to manage competing priorities. The postholder will respond directly to users, resolve routine enquiries and requests, investigate more complex issues through to resolution and coordinate external technology suppliers where specialist expertise is needed. Alongside business-as-usual responsibilities, the role will support and deliver smaller technology projects and service improvements.

By keeping FAIRR’s technology secure, reliable and easy to use, the role enables colleagues to focus on delivering FAIRR’s mission with investors and partners worldwide.

Key Outcomes & Accountabilities

OUTCOME 1: Users receive dependable, responsive IT support, with issues owned and resolved end to end

• Act as the principal in-house point of contact for day-to-day IT support, providing both first and second-line assistance according to operational needs.
• Resolve straightforward incidents and requests promptly, while taking the lead on more complex technical issues requiring deeper investigation and second-line expertise.
• Own and manage incidents and service requests from initial contact through to resolution, including access, software, equipment, permissions and non-standard user requirements, coordinating third-party suppliers or specialist support when required.
• Monitor recurring issues, identify root causes and implement practical improvements to reduce repeat incidents.
• Maintain accurate support records and produce clear information on service volumes, performance, trends and user experience.

OUTCOME 2: Joiners, movers and leavers have the right access and equipment at the right time, and no more

• Coordinate all IT activities for joiners, movers and leavers in collaboration with HR and relevant managers.
• Create, amend and remove user accounts, licences, group memberships, permissions and application access accurately and on time, including removal of leaver access no later than the end of their last working day (or earlier where instructed by P&C).
• Prepare, issue, recover and securely manage laptops, mobile devices, peripherals and other IT equipment.
• Perform periodic access reviews and maintain appropriate evidence of approvals and completed actions.
• Manage shared, service and other non-person accounts, ensuring ownership, purpose and access are recorded.
• Where instructed by P&C or the Senior IT Manager, securely preserve or retrieve account and device data to support subject access requests, investigations or legal matters, maintaining confidentiality throughout.

OUTCOME 3: IT changes are implemented in a controlled way with minimal disruption

• Plan, assess, document, communicate and implement routine IT changes in a controlled manner.
• Ensure changes have appropriate approvals, testing, implementation steps, back-out arrangements and post-change review where proportionate.
• Maintain the IT change schedule and coordinate activities to minimise disruption to users and business operations.
• Communicate planned changes clearly to affected users and stakeholders.
• Where changes need to take place outside normal working hours, schedule these in advance with the Senior IT Manager’s agreement (see Section 8).

OUTCOME 4: IT services and workplace technology operate reliably and are used effectively and securely

• Administer Microsoft 365 and other cloud applications used by the organisation, including routine configuration, licence and user administration.
• Support laptops, mobile devices, meeting-room technology, printers, connectivity and standard workplace applications.
• Coordinate hardware repairs, replacements, warranty cases, software renewals and operational supplier activities.
• Maintain user guides, knowledge articles, standard operating procedures and support documentation.
• Provide practical guidance and training that helps users make effective and secure use of technology.

OUTCOME 5: IT records, controls and evidence are complete, current and audit-ready

• Maintain complete and accurate asset, software, licence, supplier and other operational IT registers.
• Record equipment allocation, ownership, status, location, lifecycle and disposal information, and perform periodic reconciliations.
• Follow and help maintain IT policies, standards, procedures and control evidence.
• Complete routine operational checks and scheduled control activities, escalating risks, exceptions or control failures promptly.
• Support audits, reviews and compliance activities by providing accurate records and evidence.
• Handle devices, accounts and information in line with security, privacy and records-management requirements.
• Support compliance with UK GDPR and the Data Protection Act 2018 (as amended by the Data (Use and Access) Act 2025), including immediately escalating any suspected personal data breach to the Data Protection Lead so that the organisation can meet the 72-hour ICO reporting deadline where applicable.

OUTCOME 6: Small projects and improvements are delivered and technology keeps getting better

• Deliver or support small IT projects, upgrades, application roll-outs and service improvements.
• Gather requirements, coordinate suppliers, plan user communications, support testing and manage implementation activities.
• Identify opportunities to improve reliability, security, efficiency and the user experience.
• Keep project actions, risks, decisions, documentation and handover materials up to date.

Success Measures

Success in the role will be assessed through:

Service delivery

• Users receive dependable and responsive first and second-line technical support, with routine and complex issues resolved effectively.
• Incidents and requests are responded to and resolved within agreed service levels.
• User satisfaction with IT support is consistently positive.

Accuracy, security and control

• Incidents, requests, access changes and joiner, mover and leaver activities are completed accurately and on time.
• 100% of leaver accounts disabled by the end of the last working day; new joiners fully equipped and set up on day one.
• Operational records, registers and control evidence are complete, current and reliable.
• Periodic access reviews and asset reconciliations completed on schedule with no significant audit findings.

Change and improvement

• Changes and small projects are delivered in a controlled way with minimal disruption.
• Recurring problems are reduced and practical improvements are implemented continuously.
• Feedback from the Senior IT Manager, colleagues and suppliers on collaboration, communication and ownership.

Technical Expertise & Role-Specific Capability

Essential

• Strong hands-on experience providing both first and second-line IT support within a modern workplace environment, with particular strength in diagnosing and resolving more complex technical issues.
• Demonstrable experience managing a broad range of incidents and service requests through their full lifecycle, from initial user contact to resolution.
• Practical experience of joiner, mover and leaver processes, identity administration, permissions and access control.
• Experience administering Microsoft 365 and supporting Windows devices, laptops, mobile devices and common business applications.
• Experience maintaining IT asset records, operational registers, procedures and control evidence.
• Understanding of proportionate change management, information security and data protection practices.
• Ability to troubleshoot methodically, make sound decisions and know when to engage specialist support.
• Experience coordinating external IT suppliers and seeing actions through to completion.
• Ability to organise a varied workload independently and balance urgent support needs with planned operational work.
• Clear written and verbal communication skills, with the ability to explain technical matters to non-technical users.
• Experience contributing to or delivering small IT projects and technology changes.

Desirable

• Experience in a small organisation where the role covers a broad range of operational IT responsibilities.
• Working knowledge of Microsoft Entra ID, Intune, Autopilot, SharePoint and Teams administration.
• Experience with IT service management tools and ITIL-aligned working practices.
• Experience supporting SaaS applications and coordinating managed service, cyber security or other specialist partners.
• Relevant technical or service management certification (e.g. Microsoft 365 / Azure certifications, ITIL Foundation), or equivalent practical experience.

Career Framework Expectations

Our Career Framework provides a shared approach to development and performance across the organisation. It is built around four core pillars: Connect, Deliver, Focus and Lead, which outline the key behaviours and expectations expected at all levels.

In this role, the pillars look like this:

CONNECT - Building trust, relationships and collaboration

• Collaborative and able to build effective relationships with users, colleagues and suppliers.
• Technically credible, user-focused and committed to providing a high-quality service.

DELIVER - Driving outcomes and execution

• Proactive and self-sufficient, with a strong sense of ownership and accountability.
• Calm and organised when handling competing priorities or service disruption.

FOCUS - Applying expertise and driving improvement

• Detail-oriented and disciplined about keeping records, documentation and actions up to date.
• Curious and improvement-minded, with a willingness to learn and adapt.

LEAD - Leading self, others and organisational success

• Practical and proportionate, applying appropriate control without unnecessary bureaucracy.
• Role-models secure and responsible use of technology and shares knowledge so colleagues become more self-sufficient.

Organisational Values

• We are change makers: keeps the technology behind FAIRR’s work dependable, so colleagues can spend their time on the mission rather than on IT problems.
• We collaborate: works closely with HR, managers, colleagues and suppliers to deliver a joined-up service.
• We innovate: looks for better, simpler and more secure ways of working, and delivers improvements that last.
• We act with integrity: handles privileged access, devices and personal data responsibly, confidentially and transparently.

Additional Information

Working Arrangements

Hybrid working from near Marble Arch (Oxford Street), London, UK, in line with FAIRR’s organisational working arrangements.

Normal working hours are 9.00am-5.30pm, Monday to Friday. Because much of the role is hands-on (devices, meeting-room technology, joiner set-up), the postholder will be expected to work on site at least 3 days per week and on key operational days such as new starter inductions.

Occasional work outside normal hours may be required for planned changes or urgent incidents. This will be agreed in advance wherever possible and recognised through time off in lieu in line with FAIRR policy.

Travel Requirements

Occasional travel within London and the UK may be required (e.g. supplier visits, training or events). International travel is not an expected part of the role.

Salary Range

To be confirmed during recruitment stage.

Benefits

Benefits will be provided in line with FAIRR’s standard employee benefits package.

Pre-Employment Checks

Appointment is subject to proof of the right to work in the UK, satisfactory references and, because the role holds privileged system access, a Basic DBS criminal record check. Information will be handled in line with the Rehabilitation of Offenders Act 1974 and data protection law.

Equal Opportunities & Reasonable Adjustments

FAIRR welcomes applications from all backgrounds. If you need any adjustments during the recruitment process or in the role, please let us know.

Performance & Flexibility

• This JD forms the basis for performance reviews.
• Performance against this JD will be reviewed during the 5-month probationary period and in regular one-to-ones thereafter.
• This job description is not exhaustive or contractual. The organisation reserves the right to modify duties and responsibilities to reflect organisational needs, subject to consultation where appropriate.