Senior IT Analyst
Role Overview
Principal in-house resource for day-to-day IT support and operations for approximately 80 users.
Broad senior analyst role involving first- and second-line support, independent work, and competing priorities.
Supports FAIRR colleagues by keeping technology secure, reliable, and easy to use.
Key Skills for This Role
Full Job Posting
Role overview
Principal in-house resource for day-to-day IT support and operations for approximately 80 users.
Broad senior analyst role involving first- and second-line support, independent work, and competing priorities.
Supports FAIRR colleagues by keeping technology secure, reliable, and easy to use.
Support and service management
- Resolve routine incidents and requests and investigate complex technical issues through to resolution.
- Own support requests across the service lifecycle, coordinating third-party suppliers or specialists when required.
- Identify recurring issues and root causes, implement practical improvements, and maintain service records and reporting.
- Coordinate joiner, mover, and leaver IT activities, including accounts, access, licences, and equipment.
- Manage account and device data securely when instructed to support access requests, investigations, or legal matters.
- Plan and implement routine IT changes with approvals, testing, back-out arrangements, communications, and proportionate review.
- Administer Microsoft 365 and other cloud applications and support laptops, mobile devices, meeting-room technology, printers, connectivity, and workplace applications.
- Coordinate repairs, replacements, warranty cases, software renewals, and supplier activities.
- Maintain user documentation, IT registers, asset and licence records, policies, procedures, and control evidence.
- Support smaller technology projects and service improvements, and provide practical user guidance and training.
Description availability
The supplied description ends mid-sentence during an account of routine operational checks and scheduled control activities.
Requirements
- Experience providing first- and second-line IT support and managing day-to-day IT operations.
- Ability to work independently and manage competing priorities.
- Ability to investigate complex technical issues through to resolution and coordinate specialist suppliers when needed.
- Ability to handle user, account, access, device, and service records accurately and securely.
- Ability to communicate practical guidance and help users use technology effectively and securely.
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