User Support Analyst

The User Support Analyst provides day-to-day support within IT Service Operations, helping to keep services running smoothly and ensuring a positive end-user experience.

The role focuses on handling incidents and requests, supporting service performance, and contributing to continuous improvement activities. The analyst works closely with the wider Service Operations team to maintain stable services and develop their technical and support capabilities over time.

Your role

BAU Service Operations Support

• Provide day-to-day support for Service Desk activities, including incidents, requests, and end-user queries.
• Work to agreed service targets (SLAs, OLAs, KPIs) by managing and progressing tickets effectively.
• Prioritise and manage workload to maintain ticket queues and service levels.
• Support the resolution of more complex issues with guidance from senior team members.
• Provide additional support during busy periods as required.

Team Support & Collaboration

• Work collaboratively with other analysts and wider IT teams.
• Share knowledge and contribute to a positive and supportive team environment.
• Follow established processes and guidance from senior colleagues.
• Raise issues, risks, or blockers to senior team members or the Service Lead.

Service Improvement & Continuous Improvement (CSI)

• Identify areas where services or processes can be improved.
• Contribute to service improvement activities and team discussions.
• Support efforts to reduce repeat issues and increase first contact resolution.
• Assist with maintaining knowledge articles and self-service content.

Project & Change Support

• Support project and change activities as required.
• Assist with testing, documentation, and service transition tasks.
• Help ensure new or updated services are ready for support in BAU.

Service Performance, Reporting & Insights

• Monitor performance against individual and team service targets.
• Support the production of service reports where required.
• Highlight recurring issues or trends to senior team members.

Service Quality, Process & Governance

• Ensure tickets are logged, updated, and resolved to a high standard.
• Follow ITIL processes (Incident, Request, Problem Management).
• Adhere to Service Operations standards, processes, and governance.

Knowledge Management & Capability Development

• Create and update knowledge base articles.
• Use knowledge tools effectively to support issue resolution.
• Actively develop technical and end-user support skills.
• Participate in training and development activities.

Stakeholder & Communication Support

• Communicate clearly and professionally with end users and stakeholders.
• Provide timely updates on incidents and requests.
• Escalate issues appropriately when required.

Specialist Services & End-User Support

• Support a range of business applications and collaboration tools.
• Develop skills in Microsoft Teams, SharePoint, and Email services.
• Adapt to new tools and technologies as required.

Accountability

• Deliver consistent, high-quality user support.
• Help maintain stable and reliable IT services.
• Contribute to team performance and continuous improvement.

• Experience working in an IT Service Desk or User Support role.
• Understanding of ITIL processes (Incident, Request, Problem Management).
• Strong problem-solving and organisational skills.
• Good communication and customer service skills.
• Ability to work effectively as part of a team.
• Willingness to learn and develop technical and support skills.
• Ability to obtain and maintain relevant security clearance (e.g. BPSS, SC) as required.

Additional Requirements

• Must be eligible for, and able to maintain, the required level of security clearance for the role.

Explore the rewards and benefits that help you thrive - at every stage of your life and your career. Enjoy competitive salaries, employee rewards and a brilliant range of benefits you can tailor to suit your own health, wellbeing, financial and lifestyle choices. Make the most of a myriad of opportunities for training and professional development to grow your skills and expertise. And combine our hybrid working culture and flexible holiday allowances to balance a great job and fulfilling personal life.

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people., At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.