Support Analyst

Support Analyst

£24,000 to £28,000 + benefits

Award winning business is looking to expand the IT Support Team and recruit an additional Support Analyst to provide operational technical support to approx. 400 users spread across 7 sites and expanding all the time. Working in a predominantly Microsoft environment you will be able to assist in the technical support and problem resolution for all team members.

Key responsibilities:

  • Providing 1st/2nd line investigation and diagnosis.
  • Resolve hardware and software faults.
  • Logging, resolving, and updating all incident/service request tickets, allocation categorisation and prioritisation codes.
  • Prioritising and management of workload and tasks, working within SLA’s.
  • Escalating incidents/service requests that cannot be resolved within the agreed timescale.
  • Conducting customer/user satisfaction call backs/ surveys as agreed
  • Collaborate as a team collectively.
  • Managing the onboarding and off boarding user management.
  • Creating and updating knowledgebase articles (solutions)
  • Install, maintain & support PC’s, MAC OSX, laptops, workstations, PDAs, tablets, telephony system, printers, and other peripherals.
  • Working with the system support team to carry out troubleshooting and project work.
  • Undertaking day to day support tasks in accordance with agreed processes and procedures
  • Patch management, backup maintenance, along with daily check-ups.
  • Creating and managing service requests and solutions

Key requirements

  • Previous experience in a support environment
  • Understanding of operating systems, networking, server, monitoring, storage, O365 and Azure.
  • Knowledge of ISO27001:2013 and Cyber Essentials standards preferred but not essential


  • Good communication skills at all levels
  • Good problem-solving and analytics skills
  • Good knowledge of mobile technologies, fixed telephony, switches, routing, structured cabling

– Able to travel throughout the UK and overseas and potentially overseas


  • Job Category Tech
  • Job Location Kidderminster
  • Job Salary £24,000 - £28,000
  • Job Salary Benefits + Flexible benefits package, free parking
  • Job hours Full-Time
  • Job Type Permanent
  • Job Ref JO210