Senior IT Support Analyst

Senior IT Support Analyst (Team Leader) Hybrid (Midlands, 8.30am - 5.30pm) Salary up to £38,000 This Senior Support Analyst role is within the IT Service Delivery team of our rapidly growing client. The team deliver high quality technical support helping the business to solve any user based technical issues. This role will manage and lead the day-to-day activities of the IT Support Analysts who are supporting the business via email, tickets, live chat and verbal telephone advice when problems arise with either computer hardware and/or software. Support Analysts within the team provide end-users with technical support on business systems, hardware requests, hardware configuration and general asset management. The management of key performance metrics will be required with the ability and skill to help set and deliver these. This role will manage the issuing and logging of technology assets within the business and help resolve network issues with third party suppliers, problems with computer peripherals (such as printers, desk set up, office moves etc.), Microsoft administration support (changes within Active Directory, new starters and leavers etc.). The role encompasses first and second line duties and will require a hands on technical skillset with a strong management method and communication style. Key Responsibilities As IT Senior Support Analyst your key responsibilities will include: * Managing team day-to-day activity through direct communication, stand-up meetings and work scheduling * Being the first point of escalation for the Support Analysts and business stakeholders who are experiencing a service related issue. * Leading by example in a fast-paced high pressure environment. * Working closely with external service partner as “one team” with joint accountability and representation. * Quickly diagnosing, examining and resolving user based IT issue escalations within the team and internal customers based at 150+ branches across the UK * Providing great “service with a smile” representing IT with strong professionalism skills and being able to deliver this through the team. * Close working relationships with suppliers and internal Applications Team for third line escalation. * The role requires a hands-on person alongside team task tracking / management of work. * Adhere to company procedures, working practices and department specific processes. * To access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. * To perform hands-on fixes at the desktop / device level, including installing and upgrading software, supporting and installing hardware, implementing file backups, and configuring systems and applications. * Identifying and creating appropriate knowledge articles relating to known fixes. * Assist with developing self-help / frequently asked questions lists for end users. * Engage in and understand key ITIL processes including Incident Management and Request Fulfilment. * Apply diagnostic utilities to aid in Incident and Problem troubleshooting. * Providing on-call support as part of any rota (that may come into effect). * Keep current with security and Infrastructure technology and direct research on potential hardware/software solutions. * May involve occasional out of-hours resolution support in event of system’s incidents. * Site visits to connect with business users, regional directors and ensure connective communication between technology team and the business