ICT Application Service & Support Analyst L3
Role Summary
Provide 2nd line ICT technical support across the organisation, ensuring the stability, availability and improvement of Windows-based systems and related applications. Manage incidents, implement changes, and maintain ICT assets to deliver reliable, secure services.
Key Responsibilities
Deliver 2nd line support professionally and in line with SLAs, maintaining strong customer service standards.
Implement and test system upgrades, changes and releases within the change control framework.
Manage escalated tickets through to resolution, keeping stakeholders informed.
Deploy approved hardware and software securely and consistently.
Support and maintain key applications; assist in incident/problem resolution per ITIL processes.
Share technical knowledge, maintain documentation and create Knowledge Articles for the Service Desk.
Liaise with third parties and internal teams to achieve timely issue resolution.
Maintain accurate asset and configuration data.
Participate in release testing, scheduling and communication.
Provide flexible support during core hours and contribute to on-call or shift rotas as required.
Additional Information
Vetting: Must meet Local Force Management Vetting (MV) and possibly 'Security Check' (SC) levels.
Mobility: May be required to work across Gloucestershire sites.
Hours: 37 per week (pro rata); may include shifts, weekends, or on-call cover.
Travel: Some travel between sites required; valid driving licence preferred.
Training: Ongoing technical and professional development expected.
Essential Experience & Skills
1st/2nd line support experience in a Windows environment.
Strong customer service, problem-solving and organisational skills.
Proven ability to work under pressure and meet SLAs.
Excellent communication and documentation skills.
Desirable
Experience improving systems or processes.
Proficiency with tools such as Remote Desktop, Registry Editor, PowerShell, Active Directory, and Microsoft Office.
Familiarity with change management processes and Windows Server administration.
Knowledge of automation tools (PDQ, SCCM, Intune, scripting).