WGM Engineering have a current requirement for a Senior IT Support Analyst based in Glasgow on a hybrid working capacity. The Senior IT Support Analyst will be responsible for the day-to-day operational performance of the IT Support team at WGM Engineering. This role ensures the delivery of high-quality, customer-focused IT support services across the organisation, while also contributing to the continuous improvement of IT operations.
Main duties and responsibilities
* Lead the IT Service Desk team to ensure timely and effective resolution of IT Tickets.
* Coach the IT Service Desk team to support their individual and collective professional development.
* Monitor and report on service desk performance against agreed KPIs and SLAs and ensure alignment with ITIL best practices.
* Act as an escalation point for complex or high-priority issues, ensuring prompt resolution and clear communication.
* Develop, maintain and enforce IT support policies, procedures and knowledge base content to ensure consistency and compliance.
* Promote a customer-first mindset and ensure a consistent, professional approach to IT support.
* Facilitate regular team meetings and 1:1s to support staff communication, development and engagement.
* Support IT Infrastructure team to ensure smooth transition of projects to BAU.
* Drive Continual Improvement mindset.
* Ensure System Integrity, Data Protection, Security, Backup and Disaster Recovery are maintained at the levels required by WGM.
* Manage stakeholder relationships, identifying opportunities for improvement.
* Inspire, motivate and guide others toward accomplishment of WGM’s goals and objectives; encourage and facilitate cooperation within the company to develop a common focus; and develop leadership skills in others through coaching, mentoring, rewarding and guiding employees.
To be considered for this position you will have at least 3-5 years proven experience in a senior IT Support or Team Lead role, ideally within a service desk environment. The ideal candidate will have Microsoft 365 Administrator (ideally certified) or equivalent, Experienced, hands-on design and delivery of most of the following, mobile Device Management across PC & Smartphone/ Tablet estate, cyber essentials Plus, LAN / WAN Technologies, transition from on prem to cloud (SharePoint & Azure).
Benefits
We offer a competitive package, including:
* 32 days holiday, increasing to 36 based on length of service.
* Enhanced pension scheme.
* Life assurance scheme.
* Salary sacrifice – (Electric vehicle scheme, annual leave purchase & cycle to work).
* Remote & hybrid working options (subject to role requirements).
* Enhanced maternity & paternity Leave.
* Company sick pay (available after qualifying period).
* Employee discount programme.