Operations Support Analyst - London

ZipRecruiter; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a proactive 3rd Line Support Engineer to enhance their IT team's service excellence. In this role, you'll tackle complex technical issues, drive system improvements, and ensure that users have the necessary tools for efficiency. If you thrive on solving challenges and collaborating across teams, this is an exciting opportunity for you to make a significant impact in a dynamic environment.

Qualifications

• Strong experience in 3rd line support and user experience engineering.
• Excellent communication and collaboration skills.

Responsibilities

• Provide 3rd line technical support for complex issues.
• Work with cross-functional teams to implement enhancements.
• Develop clear system documentation and user guides.

Skills

3rd Line Support

User Experience Engineering

Analytical Problem-Solving

Communication Skills

Collaboration Skills

Education

MCP Qualification

ITIL v4 Knowledge/Experience

Job description

Job Description

3rd Line Operations Support Analyst ?- London We’re looking for a proactive 3rd Line Support Engineer to join a global, professional services firm as they continue on their on-going phase of growth to help drive service excellence across their IT team and support the wider business, who can work on-site up to 5 days per week in London.In this role, you’ll handle complex (3rd line) technical issues, help drive system improvements, and make sure our people have the tools and support they need to work efficiently.If you enjoy digging into challenges, streamlining processes, and collaborating across teams, this could be your next move!

What you’ll do:

• Provide 3rd line technical support for complex issues
• Analyse system and application usage to improve user experience
• Work with cross-functional teams to implement enhancements
• Lead user research and feedback initiatives
• Build and configure hardware as needed
• Support onboarding/offboarding processes
• Develop clear system documentation and user guides
• Contribute to a knowledge base of common fixes
• Stay proactive and adaptable to business needs

What you’ll bring:

• MCP qualification (, not essential)
• ITIL v4 knowledge/experience
• Strong experience in 3rd line support and user experience engineering
• Analytical problem-solving mindset
• Excellent communication and collaboration skills
• Ability to juggle multiple priorities and stay calm under pressure

For full details and immediate consideration, please get in touch.