Job Purpose
The Systems Support Analyst provides second-line technical support for IT incidents, service requests, and escalated technical issues, ensuring the timely restoration of services and a high standard of customer support. Working closely with Service Desk colleagues, technical specialists, resolver groups, and third-party suppliers, the role diagnoses and resolves a wide range of technical issues while contributing to continual service improvement and knowledge sharing across the IT function.
- Provide second-line support for incidents, service requests, and technical issues escalated from first-line support teams.
- Diagnose and resolve technical issues relating to Microsoft 365, Windows, Active Directory, endpoint technologies, identity services, and business applications.
- Investigate, troubleshoot, and resolve complex technical problems, escalating where necessary.
- Work collaboratively with resolver groups, technical specialists, and third-party suppliers to restore IT services efficiently.
- Ensure incidents and service requests are accurately logged, updated, and resolved within agreed service levels.
- Provide technical guidance and support to Level 1 Service Desk colleagues when required.
- Contribute to knowledge management by creating and maintaining technical documentation and support articles.
- Identify opportunities for continual service improvement and recommend enhancements to processes and support practices.
- Deliver excellent customer service by communicating effectively with users throughout the incident and request lifecycle.
- Maintain up-to-date knowledge of supported technologies, systems, and industry best practices.
- Experience working within an IT Service Desk, Technical Support, or IT Operations environment.
- Strong troubleshooting skills across Microsoft 365, Windows, Active Directory, and related technologies.
- Experience investigating and resolving technical incidents and managing service requests.
- Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
- Excellent analytical and problem-solving skills with the ability to diagnose technical issues effectively.
- Strong communication and customer service skills, with the ability to explain technical information clearly to users.
- Ability to manage competing priorities and work effectively in a fast-paced support environment.
- A proactive approach to continuous learning and service improvement.
- 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
