Operations Support Analyst - Leeds

3^rd Line Support Engineer - Leeds

We’re looking for a proactive 3^rd Line Support Engineer to join a global, professional services firm as they continue on their on-going phase of growth to help drive service excellence across their IT team and support the wider business.

In this role, you’ll handle complex (3rd line) technical issues, help drive system improvements, and make sure our people have the tools and support they need to work efficiently.

If you enjoy digging into challenges, streamlining processes, and collaborating across teams, this could be your next move!

What you’ll do:

• Provide 3rd line technical support for complex issues
• Analyse system and application usage to improve user experience
• Work with cross-functional teams to implement enhancements
• Lead user research and feedback initiatives
• Build and configure hardware as needed
• Support onboarding/offboarding processes
• Develop clear system documentation and user guides
• Contribute to a knowledge base of common fixes
• Participate in on-call rotations for out-of-hours support
• Stay proactive and adaptable to business needs

What you’ll bring:

• MCP qualification (preferred, not essential)
• ITIL v4 knowledge/experience
• Strong experience in 3rd line support and user experience engineering
• Analytical problem-solving mindset
• Excellent communication and collaboration skills
• Ability to juggle multiple priorities and stay calm under pressure

For full details and immediate consideration, please get in touch.