Systems Support Analyst

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