Support Analyst

We are seeking a Support Analyst (Service Delivery and Assurance) to join this FTSE 100 cutting-edge Technology company, as part of a new and growing team.

The Support Analyst (Service Delivery and Assurance) will be the first point of contact for our customers, when they support with their infrastructure needs.

***This role is a 24/7 shift-based role, working both day and night shifts across 7am-7pm / 7pm-7am shifts***

This role will suit a Support Analyst with a strong service delivery / management and ITIL approach, with experience in either ITSM tooling, Jira Service Desk or Confluence.

Further skills and experience needed for the Support Analyst:

• Outstanding customer service skills
• Ability to prioritise incidents
• Incident management and resolution experience
• Experience using either Jira Service Desk, Confluence or ITSM tooling
• Ability to carry out basic fixes using your technical ability
• Strong troubleshooting and problem-solving skills
• Processes driven; ability to enhance internal tooling processes
• Flexibility to work in a 24/7 shift environment (days and nights)
• A background in change management, major incident, or problem management, gained within an ITIL-focussed company
• Very quality and process driven; working to ITIL standards

This role would suit someone potentially from a service desk / technical support background, who boasts outstanding customer service skills and strong process skills within ITIL. This is a fantastic chance to utilise your skills in a newly formed and growing team in a ground-breaking, award-winning Tech company!

Support Analyst - ITIL, ITSM Tooling, Jira, Service Desk, Confluence, Incident Management, Change Management, Problem Management

Salary: £30,000 - £35,000 + £5k shift allowance + benefits
Location: Hatfield, Herts (this will be mostly office based with some work from home)

Please apply now!
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