Senior IT Services Analyst

Title: Senior IT Services Analyst
Type: Permanent, Full Time
Location: Humber Quays Office, Hull
Team: IT Support
Salary: up to £27,000 per annum dependent upon skills and experience
Hours: 40 hours per week

As Senior IT Services Analyst, you will be responsible for providing 2nd line support to local and remote users in a heterogeneous networked environment and to undertake tasks as requested by the IT Services Manager.

You will be required to work in a professional manner following team standards and incorporating ITIL methodologies where applicable in order to improve the efficiency and effectiveness of the IT Support Service.


  • Respond to day-to-day queries and requests from management and customers verbally or through the helpdesk application for support on personal computers (operating systems and applications), network infrastructure, peripheral equipment and central servers
  • Escalate those queries and problems that cannot be solved and proactively managing the incident resolution process; with external parties where appropriate
  • Help maintain inventory of Hardware and Software including configuration management
  • To adhere to the team’s standards and processes and to implement Continual Service Improvement to help achieve constant enhancements to quantity and quality of output
  • There may be a requirement to travel to remote sites which could involve long days or overnight stays
  • Any other tasks or duties commensurate with the objectives and remuneration of the post

Requirements and Qualifications

Person Specification

  • Detailed understanding of computer operating systems, peripherals and application packages
  • Ability to communicate with staff at all levels in a positive and friendly manner both verbally and in writing
  • Ability to read technical documentation and implement solutions (e.g. Microsoft TechNet)
  • Ability to research problems using a variety of sources (internet / books & documentation / user groups / contacts) and implement solutions
  • Ability to manage own time to ensure deadlines and SLA targets are met
  • Logical approach to problem solving
  • Ability to prepare written documentation of a technical nature
  • Ability to work on own initiative when out on site
  • Mentoring & training of junior staff
  • Ability to attend site, including overnight stops, at short notice

Qualifications and Experience

  • Experience of working in a similar busy support environment position
  • Experience of managing workload according to predefined priorities and SLA’s
  • Experience of helping users with computer related problems
  • Experience of diverse environments
  • Experience of ITIL methodologies and best practice
  • Experience of geographically widespread, site based support and implementation
  • Minimum of 3 GCSE grades (or equivalent) at A-C level, including Maths and English
  • A relevant IT accreditation or qualification at GCSE level or above
  • Full UK Driving Licence is essential
  • Computer related qualification at degree or HNC level would be beneficial but not essential

Apply here

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