IT Support Analyst


Posted: 15/11/2019


Full time

£19,000 - £23,000

The Optionis Group is one of the UK’s most successful professional services companies, and we are looking for an IT Support Analyst to join our growing IT department.

In the coming weeks, we’re due to go live with a programme of projects which will see us invest £4million into our IT function. As an IT Support Analyst, you will primarily be responsible for providing ongoing desktop and application-based support to over 600 employees across the Optionis Group.


The key responsibilities for the role will include, but are not limited to:

Manage incident, problem, service request and change volumes for service desk and application support requests.

Providing 1st/2nd line support for all Optionis brands.

Support key business functions including Accountancy, Payroll and Tax. Investigate complex system issues across both bespoke and packaged solutions. Drive through resolutions and escalate to 3rd party suppliers when necessary.

Configuration and installation of desktop systems and software.

Liaising with 3rd party suppliers to resolve technical issues.

Ensuring high system availability and customer satisfaction.

Travel to satellite offices when required by the business.

Work with the in-house development team to recreate issues and deliver permanent fixes to recurring system issues.

Create and maintain knowledgebase articles to share workarounds and document solutions for known issues. Document standard changes or standard operating procedures.

Manage resolution according to agreed SLAs and KPIs.

Working to ITIL aligned processes.

Make suggestions to line manager on improvements that could be made to the service desk to improve the level of service offered.


Person Specification

Qualifications, Knowledge and Experience:

Experience working in a similar role providing 1st/2nd line technical support.

ITIL Accredited or working within ITIL frameworks.

Good working knowledge of Windows / Server / Office 365 / SQL Server

Good working knowledge of networking principles and able to troubleshoot network/user connectivity issues.

Experience working with Office 365 including setup, configuration and management (preferred).



Immediate start available.

An opportunity to expand your technical remit within a growing IT department.

Clearly defined career progression framework with excellent routes into managerial positions.

Fully funded training / additional learning opportunities available.

Free onsite parking.

Private medical insurance.

Opportunity to buy and sell annual leave.

Monthly lunch provided.

We can offer flexibility on working hours.

Free eyecare vouchers.


Apply now

To apply, please upload your CV and Cover Letter and submit your details below.

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