Service Support Analyst

Service Support Analyst –

Location:

Birmingham (Primarily Office‑Based with travel to our depots across the network as required). Salary: £32‑35k.

As a Service Support Analyst, you will be responsible for diagnosing, resolving, and escalating IT incidents and service requests while ensuring an excellent customer experience. You will work across a broad range of Microsoft technologies, providing technical expertise and support to colleagues and stakeholders. The role is mainly office‑based in Birmingham, with occasional travel to meet colleagues, clients and suppliers, including overnight stays, if required.

• Provide 2nd line technical support for IT systems, applications and users.
• Diagnose, troubleshoot and resolve a wide variety of hardware, software and network‑related issues.
• Manage incidents, service requests and problems in line with agreed SLAs.
• Communicate effectively with users, managing expectations and providing regular updates.
• Support Microsoft operating systems and the Microsoft
  365 environment.
• Administer Active Directory users, groups and Exchange functions.
• Troubleshoot Outlook within a networked environment, including permissions, calendar sharing and delegation.
• Create and maintain technical documentation, user guides and knowledge base articles.
• Work collaboratively with internal teams, suppliers and stakeholders to resolve complex technical issues.
• Contribute to service improvement initiatives and IT best practices.

We're looking for someone who combines strong technical expertise with a customer‑focused approach.

• Minimum 2 years’ experience in an IT Support or Service Desk environment.
• Strong incident management experience, including stakeholder communication and expectation management.
• Experience working to SLA targets for incidents, requests and problem management.
• Knowledge of Active Directory and Exchange administration.
• Strong experience supporting Windows operating systems and Microsoft
  365 applications.
• Experience troubleshooting Outlook in a business environment.
• Excellent communication, organisational and customer service skills.
• Strong analytical and problem‑solving abilities.
• Ability to prioritise workloads effectively in a fast‑paced environment.
• Practical understanding of IT Service Management frameworks such as ITIL.
• Up‑to‑date knowledge of IT infrastructure, technologies and industry best practice.
• Ability to quickly learn and retain new technical information.
• Strong attention to detail and commitment to service excellence.
• Comfortable working collaboratively within a team environment.

• Experience identifying and mitigating business risks.
• Experience with in the transport or rail industry.
• Good standard of education (A‑Level equivalent or relevant industry experience).
• ITIL Foundation certification.
• Degree‑level education or equivalent professional experience.
• Microsoft certifications such as AZ‑900.

• Opportunity to work with a wide range of technologies and systems.
• Supportive and collaborative team environment.
• Professional development and career progression opportunities.
• Chance to make a real impact through the delivery of high‑quality IT services.

Closing date: 24th July 2026.