Senior IT Support Analyst

Overview

Lead IT Service Desk, ensure support quality and drive improvements

Key Responsibilities

• service desk
• policy management
• infrastructure support
• escalation
• system security
• performance monitoring

Tasks

-Develop, maintain and enforce IT support policies, procedures and knowledge base content to ensure consistency and compliance. -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. -Facilitate regular team meetings and 1:1s to support staff communication, development and engagement. -Support IT Infrastructure team to ensure smooth transition of projects to BAU. -Drive Continual Improvement mindset. -Act as an escalation point for complex or high-priority issues, ensuring prompt resolution and clear communication. -Promote a customer-first mindset and ensure a consistent, professional approach to IT support. -Manage stakeholder relationships, identifying opportunities for improvement. -Ensure System Integrity, Data Protection, Security, Backup and Disaster Recovery are maintained at the levels required by WGM. -Monitor and report on service desk performance against agreed KPIs and SLAs and ensure alignment with ITIL best practices. -Coach the IT Service Desk team to support their individual and collective professional development.

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Benefits

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

About Rsk Group

-Headquartered in Cheshire, the business serves critical sectors like water, energy, infrastructure, environmental consultancy and civil engineering. -Projects range from river culvert surveys to solar farm biodiversity studies and large‑scale water treatment facilities. -Known for high‑profile acquisitions—like Black & Veatch’s UK/Asia water arm and WysePower site‑services—which broadened its technical scope. -Also operates specialist units in geoscience, marine environmental engineering, research and on‑site technical delivery.

Sector Specialisms