IT End User Support Analyst - Level 2

Role overview

Incident response and service requests

• Triage, investigate, and resolve production issues at Level 2 and troubleshoot enterprise technology issues.
• Coordinate with Level 1 teams to meet service-level agreements, operational KPIs, and resolution targets; work with Level 3 and Infrastructure teams on complex issues.
• Perform IT operations maintenance, respond promptly to requests, communicate with users, and document troubleshooting and resolutions in the service management platform.

Office and endpoint support

• Provide onsite support for the Sheffield office, including hardware deployments, meeting room technology, peripherals, and local IT needs.
• Support hardware deployments, replacements, asset recovery, and inventory management.

Standards, documentation, and compliance

• Use ticketing tools to track, document, prioritize, and communicate work; identify improvements to operating standards and support procedures.
• Maintain internal documentation and end-user knowledge articles, support application access requests, and understand business processes across departments.
• Maintain documentation and processes supporting SOX, ISO 9001, ISO 27001, and SOC 2 compliance initiatives.

Projects and improvement

• Partner with service delivery leadership and technical teams to improve service quality, operational efficiency, and customer satisfaction.
• Participate in infrastructure and endpoint projects using an Agile framework and contribute to Global Service Desk improvements and cross-functional knowledge sharing.

Skills and attributes

• Excellent written and verbal communication and a strong customer service orientation.
• Positive, professional attitude; analytical and problem-solving abilities.
• Motivated and able to work independently, organize time, and manage multiple priorities in a fast-paced environment.
• Able to identify and implement continuous improvement initiatives.