Technical Support Analyst (Ref: V653)


Posted: 08/02/2019


Full time


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

Through our brands, we specialise in managing tax, employment, accountancy and legislative compliance for the UK’s small businesses and contingent workforce – our solutions are market leading, and we’re always looking out for the best possible employees.

As a Technical Support Analyst, you will primarily be responsible for providing ongoing desktop and application-based support to over 650 employees across the Optionis Group. The job holder will play a key role in ensuring that IT service is delivered to a high standard across all Optionis operating divisions. They will represent IT to both internal staff and key 3rd party suppliers and business partners.


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

Resolution of 1st and 2nd level incidents, service requests and standard changes

Delivering exceptional customer service

Maintain a good understanding of key business processes, people and systems, use and share this knowledge to provide and maintain high levels of customer satisfaction.

Log, triage and prioritise new IT service calls and provide on-site, email and telephone-based support to over 650 users across multiple UK locations.

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

Configuration and installation of desktop systems and software

Liaising with 3rd party suppliers to resolve technical issues

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

Travel to satellite offices when required by the business


Person Specification

Qualifications, Knowledge and Experience:

Experience working in a similar role providing desktop and business applications support.

Awareness of ITIL principles across incident, problem and change management processes

Good working knowledge of Windows/Server/Exchange/Active Directory/Citrix and SQL Server

Basic knowledge of networking principles and able to troubleshoot network/user connectivity issues

ITIL Foundation Certificate (preferred)

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


Excellent oral and written communication skills.

Exceptional interpersonal, including teamwork and working cooperatively to achieve a common goal.

Flexible approach to work and excellent problem-solving ability.

Ability to prioritise and use own initiative.

Good range of analytical skills and attention to detail.

Excellent customer service and stakeholder management skills, with the ability to build effective relationships.

Has a good commercial understanding of business functions.

Exercises sound judgement and recognise when judgement is poor.

Passionate, committed and energetic, creates personal momentum which inspires others.

Thinks ‘win-win’, can be trusted to deliver on agreed commitments


Please note: We can only consider applications from candidates who are eligible to work in the UK without the need for sponsorship.


Apply now

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

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