Job Title: Systems Support Analyst (G7) (Information Technology)
Location: County Hall, Chichester, PO19 1RQ
Contract duration: 7+ Months
Working Hours: 37 hours per week (09:00-17:00)
Start Date: ASAP
Pay Rate: PAYE £15.31 per hour
Job Responsibilities:
- Provide effective second-line technical support for incidents, service requests and technical issues escalated from first-line support teams.
- Investigate, diagnose and resolve technical issues across Microsoft 365, Windows, Active Directory, endpoint technologies, identity services and business applications.
- Take ownership of escalated incidents through to resolution, ensuring issues are investigated thoroughly and resolved within agreed service levels.
- Troubleshoot complex hardware, software, operating system, connectivity, access and user-account issues.
- Manage and fulfil service requests in accordance with established IT service management processes and procedures.
- Use ITSM platforms to accurately record, update, prioritise and manage incidents, service requests and technical issues.
- Work collaboratively with resolver groups, technical specialists and third-party suppliers to investigate and resolve complex or recurring technical problems.
- Escalate issues appropriately where specialist intervention is required, providing clear and comprehensive diagnostic information.
- Support the administration and troubleshooting of Active Directory, user identities, permissions, access and authentication services.
- Provide technical support for Microsoft 365 services and applications, investigating user issues and restoring service where required.
- Support and troubleshoot Windows-based endpoints and endpoint technologies, ensuring users can access the systems and applications required for their roles.
- Provide technical guidance and assistance to first-line support colleagues, sharing knowledge and troubleshooting approaches.
- Maintain clear and accurate technical documentation, knowledge articles and support records.
- Communicate effectively with users throughout the incident lifecycle, providing clear updates and managing expectations.
- Deliver a high standard of customer service, ensuring technical issues are handled professionally and with a focus on customer satisfaction.
- Identify recurring incidents, technical trends and opportunities for continual service improvement.
- Follow relevant IT policies, procedures, security requirements and service management practices when delivering technical support.
- Contribute to maintaining reliable, secure and effective IT services across the organisation.
Person Specification:
Essential Experience:
- Proven experience working within an IT Service Desk, Technical Support or IT Operations environment.
- Practical experience providing second-line IT support and resolving escalated technical issues.
- Strong hands-on troubleshooting experience across Microsoft 365, Windows and Active Directory.
- Experience diagnosing and resolving technical incidents involving users, devices, applications, access and identity services.
- Experience managing IT incidents and service requests from initial investigation through to resolution.
- Experience using IT Service Management (ITSM) platforms to record, manage and track incidents and service requests.
- Experience working with technical resolver groups, infrastructure teams, specialists and/or external suppliers to resolve complex issues.
- Experience providing technical guidance or knowledge support to first-line service desk colleagues.
Essential Skills and Knowledge:
- Strong analytical and problem-solving skills, with the ability to investigate technical issues methodically and identify root causes.
- Good working knowledge of Microsoft 365 technologies and services.
- Strong understanding of Windows operating systems and endpoint technologies.
- Good knowledge of Active Directory, including user accounts, permissions, access and identity-related troubleshooting.
- Understanding of identity, authentication and access-management concepts.
- Ability to troubleshoot business applications and determine whether issues relate to the user, endpoint, application, identity service or wider IT environment.
- Ability to prioritise and manage multiple incidents and service requests effectively.
- Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical users.
- Strong customer service skills and a professional approach to supporting users.
- Ability to work effectively as part of a wider IT support and technical operations team.
- Ability to work independently, take ownership of issues and escalate appropriately when required.
- Strong attention to detail when documenting incidents, technical investigations and resolutions.
- A proactive approach to identifying recurring problems and contributing to continual service improvement.
Personal Attributes:
- Customer-focused and committed to delivering a high-quality support service.
- Calm, professional and methodical when dealing with technical incidents and users.
- Collaborative and willing to share technical knowledge with colleagues.
- Adaptable and able to work effectively in a changing IT environment.
- Reliable, organised and capable of managing competing priorities.
- Demonstrates ownership, accountability and a strong commitment to resolving technical issues.
Disclaimer: By applying for this vacancy, you consent to your personal information being shared with our client and any relevant third parties we engage with, for the purpose of assessing your suitability for the role. You acknowledge that it is your responsibility to inform i-Jobs in advance if there are any specific organisations or hirers to whom you do not wish your details to be disclosed.
Job Ref: 5302515
Job Types: Full-time, Temporary, Fixed term contract
Contract length: 6 months
Pay: £15.31 per hour
Application question(s):
- Which Microsoft 365 services/applications have you supported?
- What Active Directory tasks have you handled?
Experience:
- IT Service Desk: 1 year (required)
- Technical support: 1 year (required)
- IT Operations handling: 1 year (required)
- troubleshooting Microsoft 365: 1 year (required)
- troubleshooting windows: 1 year (required)
- troubleshooting Active Directory: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
