Senior IT Support Analyst

• Act as an escalation point for complex or high-priority incidents, ensuring prompt and effective resolution
• Support and mentor junior team members, encouraging skills development and knowledge sharing
• Monitor and maintain service performance in line with agreed SLAs and ITIL best practice
• Contribute to the creation and maintenance of documentation, knowledge base articles, procedures and policies
• Assist with the planning, testing and delivery of IT projects, ensuring smooth transition into BAU operations
• Troubleshoot issues related to Microsoft 365, Azure, SharePoint, networking, security and endpoint management
• Maintain strong awareness of cybersecurity principles, including adherence to Cyber Essentials Plus
• Ensure data protection, system integrity, backup processes and disaster recovery measures remain compliant and effective
• Develop positive stakeholder relationships, offering clear communication and proactive support
• Identify and contribute to continual service improvements across the IT function

Do you have experience in SharePoint?, This role is ideal for someone who thrives in a hands-on technical environment, enjoys problem-solving and is committed to providing exceptional customer service., To be considered, you should have:

• 3-5 years' experience in a senior IT support, service desk or second/third-line support role
• Strong knowledge of Microsoft 365 administration (certification desirable)
• Hands-on experience with:
• Mobile device management across PC, smartphone and tablet estates
• Azure and SharePoint administration
• LAN and WAN technologies
• Cyber Essentials Plus environments
• Cloud migration and hybrid infrastructures
• A logical and analytical approach to troubleshooting
• Excellent communication skills with a customer-focused mindset
• Ability to prioritise effectively and work under pressure in a fast-paced environment
• A proactive attitude with a commitment to quality, improvement and teamwork

We offer a competitive and supportive benefits package, including:

• 32 days holiday, increasing to 36 with length of service
• Enhanced pension scheme
• Life assurance
• Salary sacrifice options such as electric vehicle scheme, annual leave purchase and cycle to work
• Remote or hybrid working options where appropriate
• Enhanced maternity and paternity leave
• Company sick pay (after qualifying period)
• Employee discount programme

If you are a driven and experienced IT professional looking to advance your career in a collaborative and dynamic environment, we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: £46,000.00-£52,382.52 per year

Benefits:

• Bereavement leave
• Canteen
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home

Open Alliances Group is a growing IT solutions and software company providing high-quality support and services to a wide range of clients. We are looking for a Senior IT Support Analyst to join our team and deliver advanced technical support, contribute to service improvements and act as a key escalation point within our support function.