Platform support analyst

IT Support Analyst

We are looking for a proactive and customer-focused IT Platform Support Analyst to join our growing technology team. This is an excellent opportunity for an experienced support professional who enjoys troubleshooting technical issues, working with SaaS platforms, and acting as a key point of contact for both internal and external stakeholders.

As the IT Platform Support Analyst, you will play a critical role in maintaining the performance and reliability of business-critical platforms. You will investigate incidents, monitor system health, manage support tickets, and work closely with technical teams to ensure issues are resolved efficiently and effectively.

Key Responsibilities

• Act as the primary point of contact for platform-related support queries and incidents.
• Investigate, diagnose, and resolve technical issues across business-critical applications and platforms.
• Monitor platform performance using monitoring and alerting tools, proactively identifying potential issues before they impact users.
• Log, track, prioritise, and manage incidents and service requests through the call logging/ticketing system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication throughout the resolution process.
• Analyse trends, recurring issues, and platf...