Experienced Technical Support Analyst

Pertemps Bond; Bristol; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in Bristol is seeking an Experienced Technical Support Analyst. You will be responsible for resolving 2nd Line incidents and service requests, providing excellent customer service, and managing IT assets. The role requires 4+ years' experience in IT Service Management and proficiency in corporate IT environments. Ideal candidates will demonstrate strong troubleshooting skills and the ability to work flexibly on a rota basis.

Qualifications

• At least 4 years’ experience in IT Service Management.
• Proficient in corporate IT environments.
• Strong customer service focus.

Responsibilities

• Manage and prioritize 2nd line incidents and service requests.
• Troubleshoot desktop computing environments.
• Support setup of new offices and projects.

Skills

Customer service

Technical support

Data analysis

Problem-solving

Education

ITIL V3/4 Foundation certification

Microsoft certifications

Tools

ServiceNow

Excel

Job description

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Experienced Technical Support Analyst, Bristol

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Client:

Location:

Bristol, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

f5cf957aa22a

Job Views:

11

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Pertemps Bristol Industrial is recruiting for a 2nd Line experienced Technical Support Analyst for a client based in Bristol.

The Desk Side and Technology Support Analyst is responsible for resolving all 2nd Line incident and service requests within their region. They should have a good understanding of technology and demonstrate excellent customer service skills.

• Manage and prioritize all 2nd line incidents and requests according to SLAs, ensuring adherence to best practice guidelines.
• Perform troubleshooting of desktop computing environments based on service requests logged via the Global Service Desk.
• Deploy IT hardware, record and track assets during deployment according to standards and procedures.
• Maintain regional service standards by providing regular updates to customers during incident management.
• Carry out problem analysis, implement fixes, and escalate issues when necessary to restore services promptly.
• Troubleshoot various technology and telephony issues, diagnosing faults and working towards resolution.
• Own and maintain equipment rooms, ensuring compliance with standards and mitigating risks.
• Support the setup of new offices, sites, or projects within the region.
• Manage ServiceNow stock rooms and the goods receipting process.
• Oversee the recycling and disposal of redundant IT equipment according to policies.
• Act as an escalation point for 2nd Line support issues and local service issues.
• Coordinate with vendors and internal teams to troubleshoot hardware and software problems.
• Analyze reports from team leads and provide updates on tickets outside SLA.
• Support the team and provide cover for team leads as needed.
• Work flexibly on a rota basis to cover team needs.

Experience Required

Essential:

• At least 4 years’ experience in IT Service Management principles and processes.
• Proficiency in a corporate IT environment.
• Experience exceeding Service Level Agreements.
• Broad technical understanding of supported IS services.
• Security clearance may be required depending on the region.
• Ability to learn and apply new technologies.
• Strong customer service and business focus.
• Knowledge of database, Excel structures, tables, and configurations.
• Experience in data analysis, reporting, and numeracy skills.
• A valid driving license is essential due to travel requirements.

Desirable:

• Microsoft certifications.
• ITIL V3/4 Foundation certification.
• Experience with ServiceNow.
• Customer service experience.