Systems Support Analyst
Civic Recruitment Limited Chichester, England, United Kingdom
Staffing and Recruiting · 11-50 employees
About the role
The Systems Support Analyst provides second-line technical support for IT incidents and service requests while ensuring timely service restoration. The role involves diagnosing complex technical issues, collaborating with resolver groups, and contributing to knowledge management and service improvement.
What they look for
Requirements
Candidates must have experience working in an IT Service Desk or technical support environment with strong troubleshooting skills in Microsoft 365 and Active Directory. Proficiency in using ITSM platforms and excellent communication skills are required to manage technical incidents effectively.
Full description
7 Month Contract With A Local Authority
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.
Key Responsibilities
- 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.
Requirements
- 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.
Additional Information
- 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
