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IT Support Analyst

Gloucester
Hybrid with travel
£30,000 - £35,000

The Level 2 IT Support Analyst provides second-line IT support across all Gloucestershire sites in the organisation, taking ownership of escalated issues and ensuring the smooth operation of cloud-based and on-premise systems.
The role involves remote and on-site troubleshooting, user administration, system configuration, and escalation of complex infrastructure and security issues. Working closely with Field Technicians, the Senior IT Analyst, and the Head of IT, the postholder plays a key role in delivering responsive, secure, and high-quality IT services across the organisation.

Main Duties and Responsibilities

• Work collaboratively and effectively with colleagues within the Trust IT Services team to support the development of the Trust IT Service
• Follow and deliver upon the Trust’s IT service desk support and incident management policies and processes to all stakeholders
• Follow and deliver IT service desk incident and support service offerings in line with the Trust’s internal and external KPIs and SLAs.
• Support the Head of IT in ensuring that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently.
• Provide 2nd line support to stakeholders effectively and efficiently.
• Support Trust IT Services team colleagues with peer-to-peer knowledge sharing and training.
• Maintain and update an accurate asset management system for IT resources.
• Ensure the integrity of the Trust’s records of IT assets and their assignments to stakeholders.
• Ensure the assignment of IT assets to stakeholders is managed, maintained, recorded and updated effectively and accurately

Requirements

• Demonstrable experience in enabling and supporting the use of IT to support an organisation
• Demonstrate a passion for computing and technology
• Good knowledge of:
  ▪ Microsoft operating systems
  ▪ Microsoft Office desktop packages
  ▪ Microsoft Cloud SaaS applications such as Microsoft 365
  ▪ Apple iOS and iPadOS operating systems
  A strong knowledge and understanding of computer hardware and software
• A practical understanding of the principles of cyber-security and endpoint protection
• Knowledge of enterprise IT technologies and solutions including hardware, software and infrastructure
• Ability to use own initiative to prioritise and organise conflicting ongoing and immediate demands in a pressurised environment
• Ability to build good working relationships with colleagues and to be an active team member

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.