Service Support Analyst

Job title: Service Support Analyst
Location: London, N1 (Fully Office based)
Contract: Temporary ongoing
Hours: Full Time 5 days
Start Date: ASAP

As a Service Support Analyst, you’ll play a key role in delivering high-quality 1st and 2nd line IT technical support. You’ll work across systems, platforms, and services to ensure incidents, problems, and service requests are resolved efficiently and with a customer-first approach. You’ll also support wider IT operations, knowledge sharing, and documentation, helping to continuously improve services across the business.

Duties would include:

1. Provide 1st and 2nd line technical support across IT services, with a focus on customer satisfaction.
2. Own and manage incidents and service requests through to resolution, remotely or onsite.
3. Deliver fixes, workarounds, and technical solutions in line with SLAs and KPIs.
4. Support and mentor Service Desk Analysts, and provide cover when required.
5. Maintain and improve documentation and knowledge base resources.
6. Liaise with internal teams and 3rd parties for technical support and escalations.
7. Assist in managing IT assets, lifecycle data, and ensuring data accuracy within systems.
8. Participate in Problem Management, Asset Management, and Major Incident processes.
9. Use and maintain the ServiceNow toolset and ensure excellent service recordkeeping.

Essential criteria and experience:

1. Proven experience in IT support roles within complex environments.
2. Strong customer service skills, including experience with complaints and escalations.
3. Technical knowledge across Windows OS, Active Directory, network protocols, and mobile devices.
4. Proficiency with incident/problem management, troubleshooting, and root cause analysis.
5. Familiarity with ITIL processes (ITIL Foundation certified).
6. Knowledge of network administration (TCP/IP, LAN/WAN/Wi-Fi).
7. Strong documentation, communication, and time management skills.
8. Ability to manage and prioritise tasks in a fast-paced environment.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.