> Markdown version of [/jobs/ext/2803746-system-analyst](https://www.wearedevelopers.com/jobs/ext/2803746-system-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# System Analyst

- **Company:** CITB
- **Location:** Bircham Newton, UK
- **Salary:** £25,586.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Issue Tracking Systems, Networking Basics, Azure Active Directory, Connectivity Problems, Office365, Information Technology, Servicenow
- **Published:** September 9, 2026
- **Apply:** https://www.collegerecruiter.com/job/2842868567-system-analyst

## About the Role

* Experience with enterprise-scale deployments of 1000+ user-base
 * Some knowledge or an appreciation of compliance frameworks, examples, CE+, ISO 27001, ITIL
 * Familiarity with working in a Service Desk environment using ITSM third-party management tools to manage and update tickets
 * Some technical knowledge or an appreciation of enterprise level computing, mobile devices, Microsoft tool set (Azure, Office365, OS Windows 11)
 * Customer service skill set to provide customer support services in a professional and efficient manner
 * Problem solving capability by having a curious, investigative mind set
 * IT certifications: ITIL or something similar
 * Basic knowledge or appreciation of Network concepts
 * Some knowledge or appreciation for AD, AAD and other logon concepts such as SSO
 * Some knowledge of cybersecurity best practice
 * Able to support onboarding/offboarding processes, including account setup and equipment provisioning
 * Monitor system alerts and respond proactively to potential issues

## Description

This role focuses on being the primary agent responsible for 1st Line support of IT systems and environments. It provides the 1st point of contact for CITB end-users seeking technical assistance. This will be through handling incoming requests or incidents raised from end-users via email, over the phone or directly through our incident and request portal, ServiceNow. The Service Desk Analyst can troubleshoot or resolve IT issues across Hardware, Software, and Network connectivity issues. The Service Desk Analyst will maintain incident and service request records and escal"ate any incident or request to 2nd line or to other IT agents as required., * Act as the first line of support for IT-related queries via phone, email, or our ticketing system ServiceNow

 * Log, categorise, and prioritise incidents and service requests, either to resolve at first-line or to escal"ate to others in IT
 * Be able to diagnose and resolve technical issues related to desktops, laptops, mobile devices, and other applications
 * Escalate more complex issues and tickets to 2nd or 3rd line support teams as necessary
 * Follow up with users to ensure issues are fully resolved, or the user is informed of progress and any subsequent actions
 * Maintain and update knowledge base articles and documentation
 * Ensure adherence to SLAs and service standards


## Related Videos

- [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure)
- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security)

## Related Articles

- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)
- [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)