Systems Support Analyst

About the Role:

Signet are looking for a proactive and dynamic System Support Analyst to join our client's team and provide first-line support for users in line with ITIL processes. You will act as the first point of contact for IT-related issues, working with both internal teams and 3rd-party suppliers to resolve incidents, manage service requests, and ensure smooth IT operations across the business.

If you have strong communication skills, a knack for solving problems, and a solid background in ITIL processes, this is a fantastic opportunity to grow your career in a fast-paced and collaborative environment.

Key Responsibilities:

• Provide first-contact support for users regarding ITIL functions including requests, asset management, change, and problem management.
• Liaise with 3rd-party IT infrastructure suppliers and service providers to escalate issues and manage service delivery.
• Communicate IT system and service activities across business areas to ensure transparency and business alignment.
• Conduct Information Security and Data Protection control checks as part of daily operations.
• Respond promptly to Cyber Security alerts from the Security Operations Centre (SOC).
• Triage service requests, raise tickets with internal and external teams, and ensure timely resolution.
• Oversee 3rd-party technology supplier responses to incidents, changes, requests, and problems, providing detailed reporting to the Service Delivery Manager.
• Support the deployment, maintenance, and troubleshooting of user desktop devices and applications.
• Perform risk analysis on IT incidents and escalate critical issues efficiently.
• Maintain and manage hardware and software inventories.
• Monitor real-time email security controls and take action where required.
• Provide technology rollout support for infrastructure projects, including delivering user briefings and training sessions.
• Oversee the user technology onboarding and offboarding processes, including IT induction training for new joiners and exit processes for leavers.
• Execute user access control tasks for systems and applications.
• Participate in ad hoc tasks and projects as assigned.

Requirements:

• Solid understanding of ITIL processes and experience working within an IT Service Desk environment.
• Experience in coordinating with 3rd-party vendors and managing supplier relationships.
• Knowledge of Cyber Security fundamentals and experience responding to security alerts.
• Strong communication skills with the ability to convey technical information to non-technical users.
• Ability to conduct risk analysis and prioritize IT incidents effectively.
• Familiarity with hardware and software inventory management.
• Proficiency in troubleshooting and supporting desktop devices and related tools.
• Experience in user access control and data protection best practices.
• A proactive and solution-oriented approach to handling IT issues.

Why Join:

• Work in a supportive, growth-focused environment with opportunities for professional development.
• Collaborate with a passionate and skilled IT team, providing critical support to a leading organization.
• Gain exposure to various aspects of IT service management, cybersecurity, and supplier coordination.