Role Overview
The Senior Analyst provides Tier 2+ IT client support for software, hardware (physical and virtual), manufacturing/distribution technologies, and peripherals. This role diagnoses technical issues, fulfills requests, and collaborates with end users and technology teams to maintain operational SLAs and deliver high-quality IT services.
Key Responsibilities
- Technical Support & Troubleshooting: Deliver Tier 2+ support for hardware, software, operating systems, networks, servers, and telecommunications via in-person, phone, or remote methods.
- System Installation & Maintenance: Install, configure, and remove hardware/software according to standard operating procedures, supporting daily system maintenance and service restoration.
- Incident & Request Resolution: Investigate, diagnose, and resolve technical issues; apply root-cause analysis and exercise sound judgment within defined parameters.
- Stakeholder & Vendor Collaboration: Partner with end users to match business needs to IT solutions, provide status updates, and escalate issues to internal groups or external vendors as needed.
- Project Support: Participate in or lead local and enterprise initiatives, supporting infrastructure installations and cross-functional projects of moderate scope.
Qualifications & Experience
- Education: Bachelor's Degree in a related field or equivalent practical experience.
- Experience: 5+ years of experience in IT client support or a related field.
- Domain Knowledge: Strong understanding of the ITIL framework, network configurations, server interactions, and hardware/software diagnostics.
Randstad encourage applications from individuals of all ages & backgrounds. Whilst appointments will be made on merit alone candidates must be able to prove their right to work in the UK or the Republic of Ireland (as relevant). Randstad acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
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