Senior IT Support Analyst

Location: Liverpool / Burscough

Contract Type: Permanent

Hours: Monday to Friday 07:00 to 19:00 with 1 hour lunch (35 hours per week). Staggered shift pattern on rota of core hours per day to be agreed with Service Desk manager to ensure support continuity. Weekend on call is required as part of this role, typically 1 weekend in 6 weeks.

Responsibilities

• Mentor junior members of the support team to improve their technical support knowledge
• Provide technical support; answering support queries either onsite or via phone or email
• Maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)
• Liaise with third parties to ensure the effective resolution of support calls
• Take ownership of user problems and be proactive dealing with user issues
• Act as an escalation point for business‑critical...