User Support Analyst

Responsibilities

• Provide day‑to‑day support for Service Desk activities, including incidents, requests, and end‑user queries
• Work to agreed service targets (SLAs, OLAs, KPIs) by managing and progressing tickets effectively
• Prioritise and manage workload to maintain ticket queues and service levels
• Support the resolution of more complex issues with guidance from senior team members
• Work collaboratively with other analysts and wider IT teams
• Identify areas where services or processes can be improved
• Assist with testing, documentation, and service transition tasks
• Monitor performance against individual and team service targets
• Ensure tickets are logged, updated, and resolved to a high standard
• Create and update knowledge base articles
• Communicate clearly and professionally with end users and stakeholders
• Support a range of business applications and collaboration tools

• Experience working in an IT Service Desk or User Support role
• Understanding of ITIL processes (Incident, Request, Problem Management)
• Strong problem-solving and organisational skills
• Good communication and customer service skills
• Ability to work effectively as part of a team
• Willingness to learn and develop technical and support skills
• Ability to obtain and maintain relevant security clearance (e.g. BPSS, SC) as required