Senior IT Support Analyst

• Act as the highest technical escalation point for complex and business-critical IT incidents.
• Lead technical investigations and coordinate service restoration activities.
• Provide technical leadership, mentoring, and coaching to 1st and 2nd Line Support Analysts.
• Support Major Incident Management, ensuring timely resolution and effective communication with stakeholders.
• Carry out root cause analysis and contribute to problem management activities to prevent recurring issues.
• Maintain and develop knowledge articles, technical documentation, and operational procedures.
• Work closely with infrastructure engineers, end-user computing teams, and third-party suppliers to resolve technical issues.
• Monitor service performance and contribute to continual service improvement initiatives.
• Ensure service requests and incidents are managed in accordance with ITIL best practices and service level agreements.
• Assist with the implementation of new technologies, system upgrades, and service improvements where required.

• Significant experience working within an IT Service Desk, Technical Support, or IT Operations environment.
• Advanced knowledge of Microsoft 365, Windows operating systems, Active Directory, and enterprise technologies.
• Proven experience resolving complex technical issues and leading technical investigations.
• Experience supporting Major Incident Management and Problem Management processes.
• Strong knowledge of ITIL principles and service management best practices.
• Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or similar.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication skills with the ability to mentor and support colleagues., * IT Service Desk, Technical Support or similar: 1 year (required)

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