IT Support Analyst

IT Support Analyst

➡️ Are you a natural people person who loves solving problems, helping others and delivering an exceptional IT support experience?

➡️ Enjoy getting hands-on with Microsoft 365, modern workplace technology and cloud-based applications?

➡️ Excited by the opportunity to explore AI technologies and help colleagues make the most of them securely and effectively?

➡️ Looking for a role where you can take real ownership, build your technical expertise and make a visible impact across a global business?

If this sounds like your next move, we’d love to hear from you!

Role Summary:

We're looking for a proactive, approachable and technically confident IT Support Analyst to become the go-to IT specialist for our London office.

You'll support approximately 150 colleagues in London, alongside remote employees across the UK, Europe and parts of APAC, ensuring everyone has the technology, tools and support they need to do their best work.

This is a varied, hands-on role where no two days will look quite the same. From troubleshooting technical issues and welcoming new starters to managing Microsoft 365, maintaining office technology and supporting IT security, you'll have the opportunity to make a real difference to the everyday employee experience.

As Patsnap continues its transformation into an AI-first organisation, you'll also help colleagues securely adopt and get the most from enterprise AI tools, including ChatGPT Enterprise, Claude Enterprise and Microsoft Copilot. Reporting to our IT Manager, you'll work closely with our colleagues globally, including our IT Support Analyst in Toronto, while taking ownership of day-to-day IT support in London.

This is a predominantly office-based role, with onsite attendance expected Monday to Thursday in our Farringdon Office and occasional flexibility to work remotely when business needs allow.

Want to see the platform you'd be representing?
Check out this short overview:

Who are we?

Patsnap is a global, pre-IPO company that transforms the way organizations harness their Intellectual Property and Research & Development productivity. Our platform revolutionizes how IP and R&D teams collaborate across the entire innovation lifecycle, using domain-specific AI to accelerate the creation of market-ready products. With over 12,000 customers worldwide, including some of the biggest names in innovation, Patsnap is at the forefront of technological advancement. Our $300M Series E funding round brings our valuation to a $1 billion unicorn status, and we still have a remarkable amount of growth ahead. 

We have a vibrant and diverse team with offices in London, Toronto, Singapore, Shanghai and remote teams based in US. Our hyper-growth trajectory is powered by our people, and we are extremely proud of our company-wide vision, work ethic, and entrepreneurial spirit. We are committed to fostering an inclusive environment where talent thrives and ideas bloom.   

What You'll Be Doing:

• Act as the primary onsite IT contact for the London office, providing visible, hands-on first and second-line support for hardware, software, Microsoft 365 and connectivity issues, and remote support for colleagues across the UK, Europe and parts of APAC.

• Deliver a seamless onboarding and offboarding experience by setting up user accounts, provisioning devices, managing application access, and ensuring secure deprovisioning.

• Manage user provisioning and permissions across Microsoft 365, Salesforce and other business SaaS platforms, applying role-based access principles.

• Configure and maintain Windows and macOS devices through Microsoft Intune, and manage IT assets and inventory for the region.

• Own the office IT infrastructure, including video conferencing and meeting room technology, door access, printers and the communications room, and coordinate with our outsourced network provider on connectivity and access point issues.

• Take on practical, hands-on tasks such as cabling, equipment setup and desk moves

• Work closely with the UK Office Manager, providing practical support with day-to-day office needs and shared projects.

• Support our security and compliance programs by assisting with access reviews, audit evidence, and IT controls for ISO 27001 and SOC 2 using Vanta.

• Administer and support enterprise AI tools, including ChatGPT Enterprise, Claude Enterprise, and Microsoft Copilot, promote secure adoption and best practices, and actively look for ways to apply AI to improve IT support and everyday workflows.

• Prioritise competing requests based on business impact, proactively identify improvements, and take issues through to resolution.

• Collaborate with colleagues across our global IT team on projects, escalations, and continuous improvement initiatives.

Technologies You'll Work With

• Microsoft 365: Teams, Outlook, Exchange Online, SharePoint, OneDrive, Entra ID and Intune.

• Enterprise AI: ChatGPT Enterprise, Claude Enterprise and Microsoft Copilot.

• Security & Compliance: Vanta, ISO 27001 and SOC 2.

• Office Technology: Video conferencing, meeting room systems, networking and door access.

• Business SaaS: Salesforce, HubSpot, Outreach, Gong, ZoomInfo and Lusha.

And plenty more! We're continually evolving our technology, so there'll be opportunities to learn and work with new tools as we grow.

What We'd Love From You:

Above all, we're looking for someone who combines strong technical foundations with a genuine passion for helping people. You're the person colleagues feel comfortable approaching, who enjoys solving problems and takes pride in making their working day a little easier.

• Relevant IT Support Experience: Around 3–5 years' experience in IT support, service desk or a similar hands-on technical role. Experience in a growing SaaS or technology business would be particularly valuable.

• Microsoft 365 Expertise: Confident administering Microsoft 365, including user management, licensing, Entra ID and Intune. You'll be comfortable working in a predominantly Microsoft environment.

• Practical Troubleshooting Skills: Strong experience diagnosing and resolving hardware, software and connectivity issues across both Windows and macOS.

• SaaS & Access Management: Experience provisioning accounts, managing permissions and supporting business applications, with an understanding of secure access management.

• Excellent People Skills: Friendly, approachable and patient, with the ability to explain technical concepts clearly to colleagues of all technical abilities.

• Ownership & Initiative: Reliable, organised and proactive. You don't just log a problem and pass it on; you take responsibility, follow through and look for ways to prevent issues from happening again.

• Adaptability & Prioritisation: Comfortable juggling competing requests, working independently and responding effectively in a busy, fast-changing environment.

• Curiosity About AI: Enthusiastic about emerging technologies, particularly AI, and keen to explore how they can improve the way people work.

• A Hands-On Mindset: Happy to roll up your sleeves with device setups, meeting room equipment, cabling and other practical office IT needs.

Even better if you have:

• Experience with IT security and compliance frameworks such as ISO 27001 or SOC 2, or tools such as Vanta.

• Experience supporting enterprise SaaS platforms such as Salesforce, HubSpot or similar applications.

• Relevant certifications, such as CompTIA A+, MS-900 or Microsoft 365 Endpoint Administrator.

• Experience collaborating with IT teams across different countries and time zones.

• Mandarin or Cantonese language skills, which would be helpful when collaborating with colleagues in our East region.

Benefits & Perks:

A genuinely strong culture we’re really proud of. High-performing but low ego, collaborative, social, and dynamic. It’s a team that supports each other, shares best practice, raises standards, and celebrates wins properly together. Alongside a great product, it’s one of the best parts of working here.

Additional benefits

• 25 days annual leave plus bank holidays

• Two paid volunteering days

• Private healthcare with AXA

• Pension with Scottish Widows

• Enhanced parental leave policies

• Work from home stipend

• Cycle to Work scheme

• Life assurance

• Payroll giving options

• Eyecare vouchers

Patsnap is proud to be an equal opportunity employer (EOE) that champions diversity. We do not discriminate based on race, religion, national origin, citizenship, sex, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran/military, or disability status, or any other protected status in accordance with federal, provincial/state or local laws.

Even if you don’t meet 100% of the above qualifications, we encourage you to apply and tell us why you’d be a great fit for this role! If you require any accommodations during the interview process, please email us at recruitment@patsnap.com so we can best support you.