IT System Support Analyst
Permanent
Location: Home / Gloucester
Salary: £34,000 - £36,000 (+ excellent benefits, flexible hours)
We are looking to recruit an IT System Support Analyst for a technology driven public sector organisation based in Gloucester. The System Support Analyst will provide 2nd line technical support across a diverse IT estate, ensuring the availability, stability, and performance of essential applications and systems.
You will work within a Windows environment, managing incidents, implementing system changes, and supporting upgrades in line with ITIL best practices.
The role is primarily remote with 1 day a week required onsite at my client's office in Gloucester.
My client can offer flexible working arrangements. You'll work 37 hours per week, with core hours of 10am-3pm (Monday to Friday) to support collaboration. The remaining hours can be worked flexibly to suit your schedule - for example, you could start earlier and finish at 3pm, or start later and finish later.
Key Responsibilities
* Deliver 2nd line support in a professional, customer-focused manner, meeting agreed SLAs.
* Manage and resolve escalated tickets, keeping stakeholders informed throughout.
* Support system changes, migrations, and upgrades, including testing and controlled releases.
* Deploy approved hardware and software securely across the organisation.
* Maintain accurate asset information and create clear technical documentation.
Essential Skills & Experience
* Proven experience in 1st or 2nd line support within a Windows environment.
* Strong problem-solving and organisational skills, with the ability to prioritise effectively.
* Excellent customer service and communication skills.
* Ability to work under pressure and adapt to changing priorities.
* Good documentation skills and a proactive approach to knowledge sharing.
Desirable Skills
* Experience with tools such as Remote Desktop, Registry Editor, PowerShell, and Active Directory.
* Familiarity with Windows Server, automation tools (e.g., SCCM, Intune), and scripting.
* Understanding of ITIL processes and change management.
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