Systems Analyst

Pontoon; Welwyn Garden City; On-site; GBP 90,000 - 110,000; Full time

Job summary

Pontoon is assisting a leading retail organisation to hire a Senior Systems Analyst for a 9-month, on-site assignment in Welwyn Garden City. You will diagnose issues and work with product, engineering and infrastructure teams to keep critical technology platforms running smoothly.

The role requires ITIL knowledge, experience with ITSM tools (Zendesk, ServiceNow), Windows 11, Office 365, iOS/Android, and strong communication with stakeholders.

Qualifications

• ITIL processes knowledge, Incident & Problem management.
• Experience with ITSM tools like Zendesk or ServiceNow.
• Windows 11, Office 365, iOS/Android and peripherals.
• Familiarity with meeting room tech (Cisco) and network troubleshooting.
• Experience in IT Service Desk environments.
• Root cause analysis and customer-focused approach.

Responsibilities

• Investigate and diagnose reported technology issues.
• Collaborate with product, engineering and infrastructure teams to resolve incidents.
• Identify patterns and trends and escalate as needed.
• Own issues and keep stakeholders informed of progress.
• Publish knowledge base articles for newly identified issues.
• Engage with third-party vendors for event support.
• Provide meeting room support and collaborate with Events for executive events.
• Occasionally offer out-of-hours support for planned activities.

Skills

Incident management

Problem management

Communication

Tools

Zendesk

ServiceNow

Job description

Our client, a leading organisation in the retail sector, is seeking a talented Systems Analyst to join their dynamic team at the Head Office. This temporary position is set for a duration of 9 months and offers an exciting opportunity to work in a fast-paced environment while supporting critical technology systems that enhance the experience for both customers and colleagues.

Role: Senior Systems Analyst

Duration: 9 Months

Location: Welwyn Garden City (on site)

Rate: 450 pd Umbrella

Key Responsibilities:

As a Systems Analyst, you will play a pivotal role in ensuring the seamless operation of technology platforms. Your responsibilities will include:

• Investigating and diagnosing reported technology issues.
• Collaborating with product, engineering, and infrastructure teams to resolve incidents.
• Identifying patterns and trends related to incidents and escalating them as necessary.
• Retaining ownership of issues while keeping stakeholders informed of progress.
• Publishing knowledge base articles for newly identified issues.
• Engaging with third-party vendors for event support.
• Providing meeting room support and collaborating with the Events team for executive events.
• Occasionally offering out-of-hours support for planned activities.

What Our Client Requires:

To thrive in this role, candidates should possess a blend of technical expertise and excellent communication skills. The ideal candidate will have:

• Good knowledge of ITIL processes, particularly Incident and Problem Management.
• Experience with ITSM tools such as ZenDesk or Service Now.
• Proficient knowledge of Windows 11, Office 365 Suite, iOS, Android, and various peripherals.
• Familiarity with meeting room technologies (e.g., Cisco TP, MTR).
• Strong network troubleshooting skills.
• A background in call handling within an IT Service Desk environment.
• Experience troubleshooting Windows desktop issues and applications.

Skills & Experience:

• ITIL certification is a plus.
• Solid understanding of IT Asset Management and the IT Asset Lifecycle.
• Previous experience in a 24/7 shift environment is advantageous.
• Exceptional customer focus with a knack for root cause analysis.

Work Environment:

This role requires on-site presence 5 days a week, allowing for collaborative engagement with key teams, including Service Desk, Executive Support, and Service Operations. The successful candidate will enjoy the opportunity to work closely with a large stakeholder group, making a tangible impact on the organisation's technology support landscape.

Why Consider This Opportunity?

• Work in a vibrant and supportive team environment.
• Engage in challenging and rewarding projects that directly influence the organisation's operations.
• Gain valuable experience in a prominent retail organisation while enhancing your technical skills.

Pontoon is an employment consultancy and operates as an equal opportunities' employer.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.