Senior IT Support Analyst

South East Water; Tonbridge and Malling; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the utility sector is seeking a Senior IT Support Analyst to enhance IT support capabilities. You will drive innovation in support systems, mentor junior staff, and optimise service desk operations. If you're looking for an impactful role in a collaborative environment, apply now!

Qualifications

• Experience in IT Support Analyst or similar role focusing on complex issue resolution.
• Demonstrable experience in implementing IT service automation.
• Experience in mentoring junior technical staff.

Responsibilities

• Serve as the primary escalation point for complex technical issues.
• Implement and maintain service desk automation solutions.
• Drive knowledge management initiatives and support system improvements.

Skills

Problem Solving

Technical Assistance

Knowledge Management

Service Desk Automation

Education

3-5 years of experience in IT Support

Job description

Are you an experienced IT professional with a talent for solving complex problems and a passion for optimising support systems? We're looking for a Senior IT Support Analyst to be a pivotal part of our team, driving innovation and providing expert-level technical assistance.

In this role, you'll be the go-to expert, acting as the primary escalation point for challenging technical issues and major incidents. You'll investigate recurring problems thoroughly, collaborating with our Infrastructure and Applications teams to get to the root cause.

But this role is more than just troubleshooting; it's about transforming our IT support. You'll be instrumental in implementing and optimising service desk automation solutions, including AI-powered chatbots and workflow automation, to empower our users with enhanced self-service capabilities. You'll also be a driving force in knowledge management, creating and maintaining comprehensive, user-friendly articles that truly make a difference.

Beyond the technical, you'll be a mentor and a leader. You'll provide technical guidance to junior team members, develop and deliver structured training, and proactively identify opportunities for process improvement within the service desk. Plus, you'll manage and provide advanced support for our print systems and servers, including the PaperCut system.

If you're ready to make a significant impact, enhance user experience, and help shape the future of our IT support, we want to hear from you!

• Serve as the primary escalation point for complex technical issues and Major Incidents, providing expert troubleshooting and resolution across all IT domains.

• Conduct in-depth analysis of recurring problems, contributing to root cause resolution in collaboration with other IT teams (e.g., Infrastructure, Applications).

• Ensure effective phone coverage of the IT Helpdesk when assigned, handling calls and requests, and ensuring all interactions are accurately logged. Communicate clearly and effectively in non-technical terms to keep users informed on incident progress.

• Implement, configure, and maintain service desk automation solutions, including AI-powered chatbots, workflow automation for routine tasks, and enhanced self-service portal functionalities.

• Manage and provide advanced support for our print systems and servers, including the PaperCut system involving configuration, troubleshooting, and operational maintenance of the print environment.

• Drive the creation, maintenance, and continuous improvement of comprehensive, user-friendly knowledge base articles and FAQs, ensuring content is accurate, up-to-date, and supports robust self-service initiatives.

• Monitor the operational effectiveness and user adoption of implemented automation and self-service solutions, collecting and analysing relevant data to provide actionable insights.

• Provide technical mentoring, coaching, and guidance to IT Support Analysts. Develop and deliver structured training for new IT Support team members on foundational IT processes, advanced troubleshooting, new tools, and best practices.

• Proactively identify and analyse operational workflows within the service desk to pinpoint opportunities for efficiency gains and assist in implementing process improvements.

• Ensure that best practices are consistently followed in daily IT support operations including security and asset management.

• 3-5 years of experience in an IT Support Analyst or similar role, focusing on complex issue resolution.

• Demonstrable experience in contributing to or implementing automation within an IT service.

• Clean driving licence.

• Experience in mentoring or training junior technical staff.

• Experience in a utility or other regulated industry is desirable.