User Support Analyst

Job Description

Overview

The User Support Analyst provides daytoday support within IT Service Operations helping to keep services running smoothly and ensuring a positive enduser experience.

The role focuses on handling incidents and requests supporting service performance and contributing to continuous improvement activities. The analyst works closely with the wider Service Operations team to maintain stable services and develop their technical and support capabilities over time.

Your role

BAU Service Operations Support

• Provide daytoday support for Service Desk activities including incidents requests and enduser queries.
• Work to agreed service targets (SLAs OLAs KPIs) by managing and progressing tickets effectively.
• Prioritise and manage workload to maintain ticket queues and service levels.
• Support the resolution of more complex issues with guidance from senior team members.
• Provide additional support during busy periods as required.

Team Support & Collaboration

• Work collaboratively with other analysts and wider IT teams.
• Share knowledge and contribute to a positive and supportive team environment.
• Follow established processes and guidance from senior colleagues.
• Raise issues risks or blockers to senior team members or the Service Lead.

Service Improvement & Continuous Improvement (CSI)

• Identify areas where services or processes can be improved.
• Contribute to service improvement activities and team discussions.
• Support efforts to reduce repeat issues and increase first contact resolution.
• Assist with maintaining knowledge articles and selfservice content.

Project & Change Support

• Support project and change activities as required.
• Assist with testing documentation and service transition tasks.
• Help ensure new or updated services are ready for support in BAU.

Service Performance Reporting & Insights

• Monitor performance against individual and team service targets.
• Support the production of service reports where required.
• Highlight recurring issues or trends to senior team members.

Service Quality Process & Governance

• Ensure tickets are logged updated and resolved to a high standard.
• Follow ITIL processes (Incident Request Problem Management).
• Adhere to Service Operations standards processes and governance.

Knowledge Management & Capability Development

• Create and update knowledge base articles.
• Use knowledge tools effectively to support issue resolution.
• Actively develop technical and enduser support skills.
• Participate in training and development activities.

Stakeholder & Communication Support

• Communicate clearly and professionally with end users and stakeholders.
• Provide timely updates on incidents and requests.
• Escalate issues appropriately when required.

Specialist Services & EndUser Support

• Support a range of business applications and collaboration tools.
• Develop skills in Microsoft Teams SharePoint and Email services.
• Adapt to new tools and technologies as required.

Accountability

• Deliver consistent highquality user support.
• Help maintain stable and reliable IT services.
• Contribute to team performance and continuous improvement.

About you

• Experience working in an IT Service Desk or User Support role.
• Understanding of ITIL processes (Incident Request Problem Management).
• Strong problemsolving and organisational skills.
• Good communication and customer service skills.
• Ability to work effectively as part of a team.
• Willingness to learn and develop technical and support skills.
• Ability to obtain and maintain relevant security clearance (e.g. BPSS SC) as required.

Additional Requirements

• Must be eligible for and able to maintain the required level of security clearance for the role.

Rewards & benefits

Explore the rewards and benefits that help you thrive at every stage of your life and your career. Enjoy competitive salaries employee rewards and a brilliant range of benefits you can tailor to suit your own health wellbeing financial and lifestyle choices. Make the most of a myriad of opportunities for training and professional development to grow your skills and expertise. And combine our hybrid working culture and flexible holiday allowances to balance a great job and fulfilling personal life.

Be rewarded. Find out more.

About AtkinsRéalis

Were AtkinsRéalis a world-class engineering services and nuclear organization. We connect people data and technology to transform the worlds infrastructure and energy systems. Together with our industry partners and clients and our global team of consultants designers engineers and project managers we can change the world. Were committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.

Additional information

Security clearance

This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview. The vetting process is delivered by United Kingdom Security Vetting (UKSV) and may require candidates to provide proof of residency in the UK of 5 years or longer. If applying to this role please do not make reference to (in conversation) or include in your application or CV details of any current or previously held security clearance.

We are committed to creating a culture where everyone feels that they belong - a place where we can all be ourselves thrive and develop to be the best we can be. So we offer a range of family friendly inclusive employment policies flexible working arrangements and employee resource groups to support all employees. As an Equal Opportunities Employer we value applications from all backgrounds cultures and ability. As a Disability Confident Leader we are committed to offering an interview to all applicants who have a disability and meet the essential criteria. If you would like to be considered under this commitment please let us know at the application stage.

Worker Type

Job Type

At AtkinsRéalis we seek to hire individuals with diverse characteristics backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender ethnic or national origin sexual identity and orientation age religion or disability but enriches itself through these differences.