The Role The Senior IT Analyst is the principal in-house resource responsible for day-to-day IT support, providing first and second-line user support and day-to-day IT operations for approximately 80 users
As the principal person responsible for day-to-day IT operations, they will take ownership of incidents and service requests across the support lifecycle rather than operating solely as an escalation resource.
This is a broad, senior analyst role for someone who is technically capable, comfortable working independently and able to manage competing priorities.
The postholder will respond directly to users, resolve routine enquiries and requests, investigate more complex issues through to resolution and coordinate external technology suppliers where specialist expertise is needed.
Alongside business-as-usual.
Responsabilidades
, the role will support and deliver smaller technology projects and service improvements. By keeping FAIRR’s technology secure, reliable and easy to use, the role enables colleagues to focus on delivering FAIRR’s mission with investors and partners worldwide.Key Outcomes & AccountabilitiesOUTCOME 1: Users receive dependable, responsive IT support, with issues owned and resolved end to endAct as the principal in-house point of contact for day-to-day IT support, providing both first and second-line assistance according to operational needs.Resolve straightforward incidents and requests promptly, while taking the lead on more complex technical issues requiring deeper investigation and second-line expertise.Own and manage incidents and service requests from initial contact through to resolution, including access, software, equipment, permissions and non-standard user
Requisitos
, coordinating third-party suppliers or specialist support when required.Monitor recurring issues, identify root causes and implement practical improvements to reduce repeat incidents.Maintain accurate support records and produce clear information on service volumes...