Senior IT Support Analyst

Bristow Holland are working with a global insurance provider to offer an exciting opportunity for a Senior IT Support Analyst to join their London-based team, with 50% remote working.

As a Senior IT Support Analyst, you’ll play a crucial role in ensuring the stability, efficiency, and reliability of IT services across the organisation. You’ll act as a go-to technical expert, delivering high-quality support while maintaining exceptional customer service standards.

In addition to hands-on support, you’ll help mentor junior team members, manage system maintenance tasks, and drive continuous improvement initiatives to enhance the overall IT function.

Key Responsibilities:

Technical Support

• Provide advanced technical support across a wide range of IT services, including end-user hardware, software applications, and networking issues.
• Troubleshoot and resolve complex technical problems escalated from junior support staff.
• Ensure excellent customer service and clear communication throughout the support process.
• Follow up with users after issue resolution to confirm satisfaction and service quality.
• Identify root causes of recurring incidents and recommend mitigation strategies as part of problem management.

Team Leadership

• Provide coaching, mentoring, and guidance to junior support analysts.
• Assist with onboarding and training of new team members, including the development of training materials.
• Promote a positive, collaborative, and supportive team environment.

System Management & Maintenance

• Deploy and support new hardware and software solutions.
• Perform routine system maintenance, updates, health checks, and backups to ensure service continuity.
• Support joiner, mover, and leaver processes.
• Maintain accurate documentation of support requests, resolutions, procedures, and system configurations.

Person Specification:Essential Skills & Experience

• Strong understanding of IT support processes and best practices.
• Proven ability to diagnose and resolve complex technical issues quickly and effectively.
• Experience in mentoring and supporting junior team members.
• In-depth knowledge of hybrid infrastructure environments.
• Microsoft 365
• Intune
• Autopilot
• Active Directory
• Azure AD
• Exchange Online
• Good understanding of networking principles and infrastructure management.
• Exceptional customer service skills with excellent communication and interpersonal abilities.
• Strong written and verbal communication skills.

Desirable Qualifications

• Degree in Information Technology, Computer Science, or a related field.
• Industry-recognised certifications (e.g., Microsoft, CompTIA).
• ITIL v3/v4 Foundation Certification or experience working within an ITIL-aligned environment.
• Previous experience within the Financial Services industry.