Systems Support Analyst

Civic Recruitment Limited; Chichester; On-site; GBP 25,000 - 42,000; Full time

Job summary

Civic Recruitment Limited is seeking a Systems Support Analyst on a 7-month contract with a local authority in Chichester. You will provide second-line technical support for IT incidents, service requests, and escalated issues, working with Service Desk colleagues and third-party suppliers.

Responsibilities include diagnosing and resolving problems across Microsoft 365, Windows, Active Directory and endpoint technologies, logging all activity, and contributing to knowledge management while

Qualifications

• Experience in IT Service Desk or IT Operations.
• Strong troubleshooting across Microsoft 365, Windows, AD and related technologies.
• Experience with ITSM tools such as Halo, ServiceNow or Ivanti.
• Excellent communication and customer service skills.

Responsibilities

• Provide second-line IT support for incidents and service requests.
• Diagnose and resolve issues across Microsoft 365, Windows, AD and related technologies.
• Escalate complex problems and collaborate with third-party suppliers.
• Log and track incidents within SLAs and maintain knowledge articles.
• Support Level 1 staff and contribute to knowledge management.

Skills

Troubleshooting

Customer service

Communication

Prioritization

Team collaboration

Education

ITIL knowledge

Tools

Halo

ServiceNow

Ivanti

Job description

Chichester, United Kingdom | Posted on 07/08/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors. In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions. Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

7 Month Contract With A Local Authority

Job Purpose

The Systems Support Analyst provides second-line technical support for IT incidents, service requests, and escalated technical issues, ensuring the timely restoration of services and a high standard of customer support. Working closely with Service Desk colleagues, technical specialists, resolver groups, and third-party suppliers, the role diagnoses and resolves a wide range of technical issues while contributing to continual service improvement and knowledge sharing across the IT function.

Key Responsibilities

• Provide second-line support for incidents, service requests, and technical issues escalated from first-line support teams.
• Diagnose and resolve technical issues relating to Microsoft 365, Windows, Active Directory, endpoint technologies, identity services, and business applications.
• Investigate, troubleshoot, and resolve complex technical problems, escalating where necessary.
• Work collaboratively with resolver groups, technical specialists, and third-party suppliers to restore IT services efficiently.
• Ensure incidents and service requests are accurately logged, updated, and resolved within agreed service levels.
• Provide technical guidance and support to Level 1 Service Desk colleagues when required.
• Contribute to knowledge management by creating and maintaining technical documentation and support articles.
• Identify opportunities for continual service improvement and recommend enhancements to processes and support practices.
• Deliver excellent customer service by communicating effectively with users throughout the incident and request lifecycle.
• Maintain up-to-date knowledge of supported technologies, systems, and industry best practices.

Requirements

• Experience working within an IT Service Desk, Technical Support, or IT Operations environment.
• Strong troubleshooting skills across Microsoft 365, Windows, Active Directory, and related technologies.
• Experience investigating and resolving technical incidents and managing service requests.
• Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
• Excellent analytical and problem-solving skills with the ability to diagnose technical issues effectively.
• Strong communication and customer service skills, with the ability to explain technical information clearly to users.
• Ability to manage competing priorities and work effectively in a fast-paced support environment.
• A proactive approach to continuous learning and service improvement.

Additional Information

• Location: Chichester (Power Place). Hybrid working available following the initial training period, with office attendance required five days per week during onboarding.