Interim IT Systems Support Analyst
PMO & IT
Hybrid Working at Fanshaws Ln, Brickenden, SG13 8PQ
Role reports to: Head of PMO and IT
Contract: Fixed-term 6 Months
Purpose of the Role
The Interim IT Support and Systems Analyst provides hands-on IT and systems support across the PMO and IT function during a period of planned and unplanned team absence and ongoing infrastructure projects.
Working within IMI's IT governance framework, the role keeps day-to-day IT support and the core business systems running smoothly, owns and triages the support queue, manages and coordinates third-party providers, and provides practical capacity on projects. It is a hands-on delivery and support role rather than a line-management role, taking the operational load so that senior colleagues can step up to cover specialist and management gaps.
Key Responsibilities & Accountabilities
IT Support & Service Coordination
- Act as a first point of contact for end-user IT support across the organisation, resolving day-to-day queries and coordinating with third-party providers where required.
- Work with the organisation's managed-service and third-party providers on routine maintenance, access and support tasks, ensuring requests are progressed and resolved.
- Maintain a high standard of customer service and clear communication with colleagues at all levels.
Systems & Applications Support
- Provide day-to-day support, first-line resolution and triage for the LMS and other core business systems, escalating to providers and senior colleagues where required.
- Support the day-to-day operation, configuration and maintenance of these systems, and coordinate releases and updates with the relevant providers.
- Support user access administration within the business systems, including accounts, roles and permissions.
- Act as a day-to-day point of contact and triage for colleagues on system issues.
- Investigate, log and track issues through to resolution, keeping users updated throughout.
Third-Party & Supplier Management
- Own and manage the support ticket queue using the service-management tool, prioritising by impact and urgency and ensuring nothing is lost during the absence period.
- Manage and coordinate third-party providers on incidents, changes, releases and routine requests, holding them to agreed service levels.
- Support the introduction of improved ticket and SLA reporting.
Infrastructure & Project Support
- Provide practical, hands-on support to infrastructure and IT projects, assisting with delivery and rollout tasks as required.
- Assist with project documentation, scheduling and coordination across internal teams and third-party providers.
Governance & Compliance
- Work within IMI's IT governance and change management framework, including the Change Advisory Board (CAB) and Technical Design Authority (TDA).
- Support change control, user acceptance testing (UAT) and post-implementation checks for changes and releases.
- Recognise that several systems hold regulated and sensitive data, and handle changes and access accordingly.
- Handle data responsibly and in line with UK GDPR and the organisation's data protection obligations.
Person Specification
Essential Experience & Knowledge
- Proven experience in a combined IT support and systems or applications support role.
- Experience administering and supporting business systems, such as an LMS or similar platform, including user access and releases.
- Strong working knowledge of the Microsoft suite, including SharePoint.
- Experience managing a busy support queue using a service-management or ticketing tool, with sound prioritisation.
- Experience managing and coordinating third-party providers.
Skills & Capabilities
- Able to work independently with minimal onboarding and to be productive quickly.
- Excellent communication and customer-service skills.
- Comfortable supporting business-critical systems in a live environment.
- Organised and methodical, with strong attention to detail.
Personal Attributes
- Self-starting, calm under pressure and comfortable with ambiguity.
- Collaborative and approachable, with a genuine service ethos.
- Discreet and trustworthy when handling sensitive data.
- Delivery-focused with a practical, solution-oriented mindset.
Desirable Experience
- Experience within an awarding organisation, education, membership or other regulated environment.
- Experience coordinating multiple third-party providers across a systems estate.
- Exposure to infrastructure changes.
- Familiarity with ITIL-aligned change management (CAB) and service management practice.
- Experience supporting application or platform migrations and cutovers.
Essential Qualifications
- Relevant IT support or systems certifications, for example Microsoft, CompTIA or ITIL Foundation, are welcome. Practical experience is valued most.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Work Location: In person
