IT Support Analyst

• Manage and take ownership of support requests, issues, incidents, and defects across the platforms
• Management of incidents across the platforms
• Input into the root cause analysis and incident post-mortems following service restoration
• Troubleshoot and resolve issues and incidents for first contact resolutions
• Accountable for proactively managing and prioritising the ticket queue, ensuring that all incidents and requests are accurately logged and updated in accordance with our SLAs and procedures within our ITSM system
• Contribute effectively to the establishment and maintenance of the Platform departmental knowledge, documenting clear instructions and known fixes

Technologies:

• Support
• ITSM
• JIRA
• SQL
• Confluence

• Demonstrable experience within the support space
• Demonstrable experience within the Incident & Problem space
• Demonstrable experience with Incident Management tools and processes across Agile spaces
• A driven and enthusiastic individual with a keen interest in technology and the ability to organise and self-manage
• Desirable working knowledge of SQL
• Desirable experience with Jira / Confluence