IT System Support Analyst

  • Job Reference: 00040010-1
  • Date Posted: 20 February 2021
  • Recruiter: CV-Library
  • Location: Preston, Lancashire
  • Salary: £24,000 to £28,000
  • Sector: I.T. & Communications, Covid-19
  • Job Type: Permanent

Job Description

IT System Support Analyst

Do you have experience working in a system and database support analyst role where you need to have excellent attention to detail and vision to ensure that our clients remain satisfied with the product. The job role has a need for technical, analytical and communication skills as we improve our application offerings iteratively? If so, we would love to hear from you!

IT System Support Analyst

The systems were initially bespoke for a particular care home and have been continually adapted to the wider market with bolt on applications and also a full development backlog for future products. We have an active consultancy team who support and coach our clients in best practices and it is essential that our products meet the high standards and expectations of the end users.

No two days are the same! We are passionate about what we do, and we value initiative and a positive outlook. We have a clear set of goals and want our colleagues to share in our success.

Who do we want? IT System Support Analyst

You will ideally already have experience in providing 1st & 2nd line application support, have database experience in SQL (SQL Server in Azure) along with an A-Level \ HND in an IT related subject. It is expected that you will be able to work proactively on matters related to data manipulation, under the guidance of your line manager and maintenance of the current architectures.

Applicants are expected to have a strong thirst for knowledge and drive to learn, and contribute to the company's potential in making care a better digital environment.

Where do you fit in?

Working closely with the support team you will be responsible for the following:

• Application support for all existing products

• Analysis and triage of issues reported by clients

• Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalating incidents to other support teams where necessary

• Employ appropriate ITIL based incident, problem and change management processes and procedures to support and maintain applications

• Maintain a focus on other project areas that are in development and testing processes, assisting from a technical standpoint where required.

• Migrating data from local sources to cloud-based systems. Consistently analysing and optimising our practices to improve the customer experience and remain agile.

• Communication with customers and colleagues as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

• Remotely assist customers with support needs

• Ensure that the Service Level Agreements (SLAs) are met

• Basic Technical support including network connectivity issues, monitoring services, printer problems

• Awareness of the full Microsoft Office Suite and willingness to learn the other bespoke products that our clients may use or require future integration with.

• Software testing including the creation and completion of test plans

• Assist the implementation and migration process from a technical and data perspective

• System training for customers and colleagues, remotely and on site

• Remain proactive in your learning of the operational requirements of the end users and how our products are currently configured to their requirement.

• Promote best practices and contribute fresh ideas

• Write up system documentation and keep documentation maintained

What do you need to succeed?


· A-Level \ HND in IT related subject.

· Database experience with SQL (SQL Server)

Experience in a customer services or customer facing role

· Working under pressure, prioritising tasks and meeting deadlines

· Excellent analytical, troubleshooting and problem-solving skills.

· Excellent verbal and written communication skills.

· Ability to prioritise, multi-task, and manage own workload

· Understanding of application functionality, databases, operating systems, and communication protocols

· Office 365 applications


· Bespoke application support.

· Working within an ITIL based service management environment – including incident management, problem management and change management

· Software testing

· Understanding the software development life cycle to manage changes and software testing.

We are an equal opportunity employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.

Salary: £24,000.00-£28,000.00 per annum


• Monday to Friday

Additional Information:

• Bonus Scheme

• Casual Dress Code

• On-site Parking

• Work remotely - Temporarily due to COVID-19