Job Purpose
The Senior Systems Support Analyst / Team Leader serves as the highest technical escalation point within the Service Desk, leading the investigation and resolution of complex and business-critical IT incidents. The role provides technical leadership, mentoring, and guidance to Service Desk colleagues while supporting major incident management, problem management, and continual service improvement. Working closely with infrastructure teams, End User Computing (EUC) engineers, and third-party suppliers, the post holder ensures the delivery of reliable, high-quality IT support services.
- Act as the senior technical escalation point for complex and high-priority IT incidents.
- Lead technical investigations and coordinate service restoration activities for business-critical issues.
- Provide technical leadership, mentoring, and coaching to Level 1 and Level 2 Service Desk colleagues.
- Support the management of major incidents, ensuring timely resolution and effective communication with stakeholders.
- Conduct root cause analysis and contribute to problem management activities to prevent recurring issues.
- Develop, maintain, and promote knowledge management resources to improve service quality and first-time resolution.
- Work collaboratively with infrastructure teams, End User Computing (EUC) engineers, and third-party suppliers to resolve technical issues.
- Identify opportunities for continual service improvement and contribute to the enhancement of Service Desk processes.
- Ensure all incidents, requests, and technical activities are accurately recorded within the IT Service Management (ITSM) system.
- Maintain high levels of customer service while managing competing priorities in a fast-paced technical environment.
- Keep technical knowledge current by maintaining awareness of emerging technologies and best practices.
- Significant experience working within IT Service Desk, Technical Support, or IT Operations environments.
- Advanced technical knowledge of Microsoft 365, Windows operating systems, Active Directory, and enterprise technologies.
- Proven experience leading technical investigations and resolving complex IT incidents.
- Experience supporting major incident response, root cause analysis, and problem management activities.
- Strong leadership, mentoring, and coaching skills with the ability to support and develop technical colleagues.
- Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong communication and stakeholder management skills with the ability to explain technical issues to both technical and non-technical audiences.
- Ability to prioritise workloads and perform effectively under pressure.
- Hours per week: Full-time
- Location: Chichester (Power Place). Hybrid working available following the initial training period, with office attendance required five days per week during onboarding.
- Bi-Weekly Payments
