IT Systems Support Analyst (Interim)

The Interim IT Support and Systems Analyst provides hands-on IT and systems support across the PMO and IT function during a period of planned and unplanned team absence and ongoing infrastructure projects.

Working within IMI’s IT governance framework, the role keeps day-to-day IT support and the core business systems running smoothly, owns and triages the support queue, manages and coordinates third-party providers, and provides practical capacity on projects. It is a hands-on delivery and support role rather than a line-management role, taking the operational load so that senior colleagues can step up to cover specialist and management gaps., IT Support & Service Coordination

• Act as a first point of contact for end-user IT support across the organisation, resolving day-to-day queries and coordinating with third-party providers where required.
• Work with the organisation’s managed-service and third-party providers on routine maintenance, access and support tasks, ensuring requests are progressed and resolved.
• Maintain a high standard of customer service and clear communication with colleagues at all levels.

Systems & Applications Support

• Provide day-to-day support, first-line resolution and triage for the LMS and other core business systems, escalating to providers and senior colleagues where required.
• Support the day-to-day operation, configuration and maintenance of these systems, and coordinate releases and updates with the relevant providers.
• Support user access administration within the business systems, including accounts, roles and permissions.
• Act as a day-to-day point of contact and triage for colleagues on system issues.
• Investigate, log and track issues through to resolution, keeping users updated throughout.

Third-Party & Supplier Management

• Own and manage the support ticket queue using the service-management tool, prioritising by impact and urgency and ensuring nothing is lost during the absence period.
• Manage and coordinate third-party providers on incidents, changes, releases and routine requests, holding them to agreed service levels.
• Support the introduction of improved ticket and SLA reporting.

Infrastructure & Project Support

• Provide practical, hands-on support to infrastructure and IT projects, assisting with delivery and rollout tasks as required.
• Assist with project documentation, scheduling and coordination across internal teams and third-party providers.

Governance & Compliance

• Work within IMI’s IT governance and change management framework, including the Change Advisory Board (CAB) and Technical Design Authority (TDA).
• Support change control, user acceptance testing (UAT) and post-implementation checks for changes and releases.
• Recognise that several systems hold regulated and sensitive data, and handle changes and access accordingly.
• Handle data responsibly and in line with UK GDPR and the organisation’s data protection obligations.

Essential Experience & Knowledge

• Proven experience in a combined IT support and systems or applications support role.
• Experience administering and supporting business systems, such as an LMS or similar platform, including user access and releases.
• Strong working knowledge of the Microsoft suite, including SharePoint.
• Experience managing a busy support queue using a service-management or ticketing tool, with sound prioritisation.
• Experience managing and coordinating third-party providers.

Skills & Capabilities

• Able to work independently with minimal onboarding and to be productive quickly.
• Excellent communication and customer-service skills.
• Comfortable supporting business-critical systems in a live environment.
• Organised and methodical, with strong attention to detail.

Personal Attributes

• Self-starting, calm under pressure and comfortable with ambiguity.
• Collaborative and approachable, with a genuine service ethos.
• Discreet and trustworthy when handling sensitive data.
• Delivery-focused with a practical, solution-oriented mindset.

Desirable Experience

• Experience within an awarding organisation, education, membership or other regulated environment.
• Experience coordinating multiple third-party providers across a systems estate.
• Exposure to infrastructure changes.
• Familiarity with ITIL-aligned change management (CAB) and service management practice.
• Experience supporting application or platform migrations and cutovers., * Relevant IT support or systems certifications, for example Microsoft, CompTIA or ITIL Foundation, are welcome. Practical experience is valued most.

Pulled from the full job description

• Financial planning services
• Sick pay
• Life insurance
• Company pension
• Private medical insurance
• Cycle to work scheme
• Work from home, * Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay
• Work from home