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The Senior IT Support Analyst plays a key role in maintaining the stability, efficiency, and functionality of IT services within the organisation. This role provides expert-level technical support while ensuring a high standard of customer service. The successful candidate will support and mentor junior team members, manage system maintenance, and contribute to the continuous improvement of IT services.
Key Responsibilities:
Technical Support
- Provide advanced technical support across a wide range of IT services, including end-user hardware, software applications, and networking issues.
- Troubleshoot and resolve complex technical problems escalated from junior support staff.
- Ensure excellent customer service and clear communication throughout the support process.
- Follow up with users after issue resolution to confirm satisfaction and service quality.
- Identify root causes of recurring incidents and recommend mitigation strategies as part of problem management.
Team Leadership
- Provide coaching, mentoring, and guidance to junior support analysts.
- Assist with onboarding and training of new team members, including the development of training materials.
- Promote a positive, collaborative, and supportive team environment.
System Management & Maintenance
- Deploy and support new hardware and software solutions.
- Perform routine system maintenance, updates, health checks, and backups to ensure service continuity.
- Support joiner, mover, and leaver processes.
- Maintain accurate documentation of support requests, resolutions, procedures, and system configurations.
Person Specification:Essential Skills & Experience
- Strong understanding of IT support processes and best practices.
- Proven ability to diagnose and resolve complex technical issues quickly and effectively.
- Experience in mentoring and supporting junior team members.
- In-depth knowledge of hybrid infrastructure environments.
- Microsoft 365
- Intune
- Autopilot
- Active Directory
- Azure AD
- Exchange Online
- Good understanding of networking principles and infrastructure management.
- Exceptional customer service skills with excellent communication and interpersonal abilities.
- Strong written and verbal communication skills.
Desirable Qualifications
- Degree in Information Technology, Computer Science, or a related field.
- Industry-recognised certifications (e.g., Microsoft, CompTIA).
- ITIL v3/v4 Foundation Certification or experience working within an ITIL-aligned environment.
- Previous experience within the Financial Services industry.
