Senior Support Analyst

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Senior Support Analyst with a salary up to £28,000The Senior Support Desk Analyst role is responsible for providing 1st line & 2nd line knowledge and capability within the Information Systems (IS) Department.The role involves 1st & 2nd line service support for the development and management of the IT infrastructure, which includes network servers, PCs, desktop applications, operating systems and the telephone systemSupporting the continued development and support of the company's IT and communications systems infrastructure, including network servers, PCs, desktop applications, operating systems and the telephone system.Engaging and supporting a wide user base across multiple sites.Prioritising and resolving support calls in line with Group IS guidance.Installing, maintaining and supporting IT equipment, including (but not restricted to) laptops, telecoms equipment, printers, scanners, thin clients and workstations.Ensuring completion of allocated support activities (2nd line support) in line with pre-defined SLAs, by monitoring and responding to incidents and requests logged by end users of IT and communications systems infrastructure.Resolving end user issues through a structured and methodical approach to root cause analysis and investigation whilst working under pressure.Collaborating effectively with colleagues at all levels and with different operational roles across all departments of the business.Liaising and collaborating with 3rd parties - external hardware, software and communications suppliers - to deliver robust and timely solutions.