Overview
As a Technical Support Analyst, you will be at the centre of operational stability for a portfolio of business‑critical applications. Working as the first point of coordination when incidents arise, you will ensure issues are triaged, prioritised and resolved quickly and efficiently across multiple technology stacks and delivery teams.
Responsibilities
* Managing the end‑to‑end intake and triage of service incidents across multiple applications
* Coordinating resolution activities with service, development, testing and project teams
* Validating incident information and escalating high‑impact issues where required
* Analysing trends and performing root‑cause analysis to prevent recurring issues
* Reporting on progress, metrics and risks to stakeholders to support informed decisions
Essential Experience
* Experience in an operational support, incident management or technical support role
* Exposure to multiple applications and technology stacks across the software development lifecycle
* Proven ability to work with cross‑functional teams including development, testing and service
* Strong analytical skills with the ability to identify patterns and recommend improvements
* Familiarity with tools such as ServiceNow, Remedy, Azure DevOps, SharePoint or equivalent
Qualifications
* A qualification in Information Technology or a related discipline, or equivalent practical experience
* Working knowledge or formal training in software development lifecycle or Agile methodologies would be advantageous
Security Clearance
The successful candidate must be a sole UK national who can achieve and maintain Security Check (SC) clearance for this role. Eligibility may be affected by place of birth, nationality, citizenship and residency.
Benefits
* Generous holiday allowance
* Matched contribution pension scheme with life assurance
* Digital GP, annual health check and nutritional consultations through Aviva DigiCare+
* Employee share scheme
* Employee shopping savings portal
* Payment of professional fees
* Reservists receive 10‑day special paid leave
* Holiday trading – ability to buy or sell up to one working week of annual leave
* Be Kind Day – paid leave for volunteering work
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