Systems Support & Implementation Analyst

TieTalent; Gateshead; Remote; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Systems Support & Implementation Analyst, where you will play a crucial role in supporting and maintaining business applications. This exciting opportunity involves managing support tickets, leading the implementation of new system modules, and collaborating with teams to enhance user experience. You will be part of a dynamic IT team that values employee ownership and offers extensive perks such as generous holiday allowances, ongoing training, and a commitment to inclusion. If you're ready to make a difference in a supportive environment, this role is perfect for you.

Benefits

Employee Ownership

33 days holiday

Company sick pay

Maternity and paternity leave support

24/7 GP access

Two paid volunteering days

Exclusive perks and discounts

Ongoing training and development

Wellbeing, Diversity & Inclusion initiatives

Recognition and rewards

Qualifications

• Experience in IT service desk environment and strong problem-solving skills.
• Familiarity with service and project management tools.

Responsibilities

• Support and maintain business applications, handling ticket-based support.
• Lead implementation of new system modules and assist in deploying IT solutions.

Skills

Problem-solving abilities

Experience in IT service desk

Hands-on experience with mobile applications

Tools

ManageEngine

Freshworks

Jira

Asana

Monday.com

Microsoft Office suite

Job description

Systems Support & Implementation Analyst

We Put People First so you can Deliver Outstanding Service

Remote, with occasional travel to regional sites

We're offering a fantastic opportunity for a Systems Support & Implementation Analyst to become part of our broader IT team, supporting and maintaining our business applications. In this role, you'll not only handle ticket-based support but also lead the implementation of new system modules and assist in deploying IT solutions across both new and existing client sites.

As a Systems Support & Implementation Analyst you will be:

1. Assisting with the administration and maintenance of the Group’s business software systems
2. Taking full ownership of support tickets from start to finish, ensuring timely resolution, appropriate escalation when needed, and suitable closure
3. Collaborating with the Client Solutions team to develop user documentation and training resources for both new functionalities and routine tasks
4. Delivering implementation tasks and projects on schedule, ensuring they meet the expectations of both internal and external stakeholders
5. Supporting the rollout of new modules and configurations, as well as participating in testing for application upgrades and enhancements

As a Systems Support & Implementation Analyst you will have:

1. Prior experience working in an IT service desk environment
2. Strong problem-solving abilities with a logical and structured approach to troubleshooting
3. Hands-on experience with mobile applications
4. Familiarity with service and project management tools such as ManageEngine, Freshworks, Jira, Asana, or Monday.com
5. Solid knowledge and practical experience with the Microsoft Office suite

What we offer you:

1. Employee Ownership – You are part of our success!
2. 33 days holiday (including bank holidays)
3. Company sick pay
4. Maternity and paternity leave support
5. 24/7 GP access, plus mental health, wellness, financial, and legal support
6. Two paid volunteering days per year – Give back to a cause that matters to you
7. Exclusive perks and discounts – More than 250 deals available
8. Ongoing training and development – From apprenticeships to leadership programs
9. Wellbeing, Diversity & Inclusion – Our Mosaic Committee and Mental Health First Aiders are leading the way
10. Recognition and rewards – Celebrating our shining stars all year round

Our Commitment to Inclusion:

We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all.

Reasonable adjustments:

Please let us know if there are any adjustments, we can make to support you during our recruitment process. We’re happy to help...

Please note: Security clearance (DBS) is required for this role.