IT Support Analyst (SC Eligible)

Your new role As an IT Analyst, you will play a crucial role in delivering front-line IT services, ensuring the smooth operation of our IT estate and providing excellent customer service. Your key responsibilities will include: Deliver front-line IT service, responding to alerts and resolving customer incidents and service requests on a rotating 24/7 shift basis. Monitor the IT estate vigilantly, conducting quality triage of alerts or user contacts. Troubleshoot and resolve a variety of IT incidents, ensuring quick resolution and accurate recording of activities. Support the Major Incident Management process occasionally. Work as part of a team to ensure services are delivered within SLAs, providing First Contact Resolution (FCR) using Knowledge Base Articles (KBA) and subject matter expertise. Administer the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets. Manage resolver group queue stacks, ensuring SLA clocks do not expire and tickets are continually updated or appropriately escalated. Contribute to technical documentation on known issues, errors, workarounds, and permanent fixes. Manage end-user expectations throughout the lifecycle of incidents or service requests. Liaise with Problem Managers, Incident Managers, and resolver groups to support resolution. Act as a technical liaison with third-party vendors during incidents.What you'll need to succeed Ability to obtain (or currently possess) UK Government Security Clearance i.e. British nationality and residency in the UK for at least five of the last ten years - You will not be considered for the position without meeting this first criteria. The ability to work 12-hour shifts (mixture of day or night shifts) on a 24/7/365 basis, with the potential for additional hours and on-call requirements. On-site attendance is required at the specified location. Demonstrable record of delivering results and meeting targets. Strong analytical skills and the ability to develop solutions focused on customer needs. Effective verbal and written communication skills at all levels. The ability to build and maintain customer relationships and exceed expectations. Sound technical understanding of WINTEL environments. Previous experience working within a Service Desk environment, with knowledge of Incident and Request Fulfilment processes, priority classifications, and SLAs. Certifications such as Managing Modern Desktops (MD 101), Microsoft Certified: Azure Fundamentals (AZ-900), and Microsoft 365 Certified: Modern Desktop Administrator Associate (MD 100). Experience with 365 Desktop (Intune/EPM) Cloud and Apple Mobile Phone/Apple Business Manager. Awareness of IT Service Management frameworks (e.g., ITIL), Asset and Configuration Management, Problem Management, Operational Management, Systems Operations, Testing, and User Focus. ITIL v3/v4 Foundation certification.What you'll get in return An initial 6-month contract with a possibility for extension £(Apply online only) per day rate Outside IR35 (via ltd company)What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)