IT Support Analyst

Building Engineering Services Association

Job Overview

Location

Manchester

Job Type

Full-time

Full Job Description

📋 Description

• 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

• 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.

🏖️ Benefits

• 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!

Skills & Technologies

Remote

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Building Engineering Services Association

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About Building Engineering Services Association

BESA owns and operates the SFg20 standard, the UK’s benchmark for building maintenance compliance. The not-for-profit association provides digital maintenance schedules, training, and technical guidance to help facilities managers, contractors, and building owners meet statutory obligations, optimise asset life, and improve safety and energy efficiency across HVAC, electrical, and mechanical systems.

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