Senior IT Support Analyst[1154467]

Overview

Lead IT Service Desk, manage support, improve operations, ensure security

Key Responsibilities

• escalation
• performance monitoring
• system security
• backup recovery
• continuous improvement
• customer support

Tasks

-Facilitate regular team meetings and 1:1s to support staff communication, development and engagement. -Act as an escalation point for complex or high-priority issues, ensuring prompt resolution and clear communication. -Monitor and report on service desk performance against agreed KPIs and SLAs and ensure alignment with ITIL best practices. -Ensure System Integrity, Data Protection, Security, Backup and Disaster Recovery are maintained at the levels required by WGM. -Drive Continual Improvement mindset. -Support IT Infrastructure team to ensure smooth transition of projects to BAU. -Promote a customer-first mindset and ensure a consistent, professional approach to IT support. -Manage stakeholder relationships, identifying opportunities for improvement. -Coach the IT Service Desk team to support their individual and collective professional development. -Lead the IT Service Desk team to ensure timely and effective resolution of IT Tickets. -Inspire, motivate and guide others toward accomplishment of WGM’s goals and objectives; encourage and facilitate cooperation within the company to develop a common focus; and develop leadership skills in others through coaching, mentoring, rewarding and guiding employees. -Develop, maintain and enforce IT support policies, procedures and knowledge base content to ensure consistency and compliance.

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Benefits

-Company sick pay (available after qualifying period). -Employee discount programme. -Salary sacrifice – (Electric vehicle scheme, annual leave purchase & cycle to work). -Enhanced maternity & paternity Leave. -Enhanced pension scheme. -Life assurance scheme. -Remote & hybrid working options (subject to role requirements). -32 days holiday, increasing to 36 based on length of service.

About Wgm Engineering Ltd

-Evolved into a turnkey design-and-build partner through strategic investments. -Commissioned by major water companies for large-scale infrastructure projects. -Specialized in MEICA solutions and modular off-site manufacturing. -Known for delivering major EV-charger and water network frameworks.

Sector Specialisms