IT Support Analyst - Automation, Innovation & Smarter Service
If you're looking for an IT Support role where you can make a big impact, rather than just resolving incidents, this is it.
You'll be joining a rapidly expanding organisation where technology is evolving fast and the opportunities to make a meaningful impact are huge. The business has quadrupled in size over the past few years, creating a dynamic environment full of change, new systems, and constant improvement. If you're someone who enjoys troubleshooting and has an eye for optimisation, automation, and smarter processes, you'll thrive here.
What You'll Be Doing
1. Serving as the first point of contact for incoming tickets and resolving as many as possible at first touch (typically ~20 per day).
2. Introducing automation where valuable - whether that's workflow improvements, catalogue items, templates, or Power Automate.
3. Ensuring no ticket is left unattended or drifts without an update.
4. Managing day-to-day essentials: password resets, access permissions, distribution lists, starters and leavers, hardware requests, etc.
5. Triaging application issues (e.g., case management or specialist business systems) and escalating to the apps team where appropriate.
6. Spotting patterns in recurring issues and converting them into practical, user-friendly knowledge base content.
7. Supporting wid...