IT Support Analyst

About us

SFG20 is the industry standard for building maintenance. Providing services and pioneering technologies that empower people to create and sustain safer buildings.

Our mission is to make buildings better using our standard, software and expertise. Our vision is to become the leading authority for built environment maintenance that protects and enhances quality of life.

About the role

The IT Support Analyst plays a vital role in enabling SFG20 to operate efficiently and securely, ensuring our people and customers are supported by reliable, well-managed technology.

By providing high-quality technical support, maintaining critical systems, and responding to customer technical enquiries, this role helps ensure our software, services, and data are trusted, resilient, and aligned with industry best practice.

Key Responsibilities

• 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.

Essential experience

• 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.

• Strong problem-solving skills, with the ability to diagnose, prioritise, and resolve issues efficiently.

• Excellent communication skills, with the ability to explain technical issues to non-technical users.

• Ability to manage competing priorities and work effectively under pressure.

• Strong attention to detail and a commitment to quality and accuracy.

Desirable experience

• Experience using Loopio or similar response management tools.

• Knowledge of information security, compliance, and assurance frameworks (e.g. Cyber Essentials, ISO 27001).

• Experience supporting or administering HubSpot CRM or other sales and marketing platforms.

• Familiarity with cloud-based environments and modern SaaS architectures.

• Experience working alongside software development teams.

• Awareness of ITIL or structured service management practices.

• Interest in continuous improvement and automation of support processes.

Additional Information

All candidates must be able to demonstrate a pre-existing right to work and travel within the UK. We are unfortunately not able to offer sponsorship. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks.

Our 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!

Equal opportunities for everyone

Diversity and inclusion are our priorities, and we’re ensuring we have lots of support so our people can grow at SFG20 and do their best work!

We embrace diversity by fostering an inclusive environment where everyone feels welcome, safe and able to bring their whole self to work.

We’re an equal opportunity employer. Applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.

If there’s anything we can do to accommodate your specific situation, please let us know.