IT Support Analyst

Job Reference NumberNP87
Position StatusPermanent

NOW: Pensions is looking for an IT Support Analyst to join the Engineering team.

Our mission is to help everyone save for a more financially secure future. This means achieving the best financial outcomes for our own members, while fighting for a fair pension system to enable all pension savers to enjoy the retirement they deserve. We do this by highlighting pension inequalities and campaigning for change.

At NOW: Pensions we pride ourselves on offering a high quality and high performing workplace pension that is simple and straightforward at low cost.

We always put our customers at the heart of everything we do and make it our priority to ensure that our customers get the most value for their money.

We want to establish long term relationships by ensuring that our proposition delivers on its promises today and well into the future.

As an IT Support Analyst, we will expect you to deliver a great customer service for our internal and external stakeholders. We are looking for a customer service focused individual with a desire to maintain strong relationships  and to deliver to a high standard.

This role will be based in our London office working alongside a team of support analysts. We need someone who can also work independently and help support the team providing ongoing support for the office, our clients and customers and remotely for the Nottingham office.

Role and Responsibilities

Reporting to the IT Service Desk Manager, the successful candidate will be expected to carry out the following as part of their role (this list is not exhaustive):

  • Responsible for IT support to internal and external users. 
  • Support the new starters and leavers process from an IT perspective (including the setup of laptops, desktops and mobile phones)
  • Support the day to day running of our systems and the roll out of new systems
  • Maintain the IT queue and respond to queries in a timely manner 
  • Promote first call and email resolution 
  • Actively promote our core values, ethics and culture
  • Challenge current processes and the way we work to ensure we are constantly delivering great customer service whilst getting the work complete
  • Follow and adhere to the standard processes and guidelines as set by the business and our policies and procedures
  • Work as one team to ensure the needs of customers are met
  • Ensure NOW: Pensions fulfils its obligations and is compliant with GDPR and The Pensions Regulator.
  • Any other ad-hoc duties as required by your Manager.

Skills and Experience


  • Experience of administering Windows 10
  • Experience of active directory user management and O365
  • Working knowledge of Windows deployment services
  • Ability to work independently and effectively as part of a team
  • Strong ability to prioritise own workload and be highly organised with a strong attention to detail
  • Excellent face to face manner and highly articulate with excellent written communication
  • Ability to problem solve and multitask
  • Ability to work under pressure and within agreed service levels


  • Previous experience working within the pensions and/or financial sectors

Communication and Relationships

You will be an excellent communicator as well as a team player working closely with key stakeholders in the business. It’s essential that you are able to comprehend detailed aspects of our business and that you can communicate these in a clear and straightforward manner.

Company Values

You must demonstrate commitment and enthusiasm to promote the company values in service delivery and your employment. You must observe and comply with the Code of Conduct.

Management of Risk and Compliance

It is every employee’s responsibility to take responsibility for Risk and Compliance in their day-to-day work. You will need to demonstrate adherence to external and internal risks and compliance, as well as ensuring regulatory and legal standards are met. You will actively follow all relevant procedures, mandatory training requirements and keeping appropriate records, reporting to Compliance any areas of concern.

How to Apply

To apply for this role, please email a CV demonstrating your skills and experience for the role in relation to the above essential criteria to