IT System Support Analyst
Permanent
Location: Home / Gloucester
Salary: £34,000 - £36,000 (+ excellent benefits, flexible hours)

We are looking to recruit an IT System Support Analyst for a technology driven public sector organisation based in Gloucester. The System Support Analyst will provide 2nd line technical support across a diverse IT estate, ensuring the availability, stability, and performance of essential applications and systems.

You will work within a Windows environment, managing incidents, implementing system changes, and supporting upgrades in line with ITIL best practices.

The role is primarily remote with 1 day a week required onsite at my client’s office in Gloucester.

My client can offer flexible working arrangements. You’ll work 37 hours per week, with core hours of 10am–3pm (Monday to Friday) to support collaboration. The remaining hours can be worked flexibly to suit your schedule – for example, you could start earlier and finish at 3pm, or start later and finish later.

Key Responsibilities

• Deliver 2nd line support in a professional, customer-focused manner, meeting agreed SLAs.
• Manage and resolve escalated tickets, keeping stakeholders informed throughout.
• Support system changes, migrations, and upgrades, including testing and controlled releases.
• Deploy approved hardware and software securely across the organisation.
• Maintain accurate asset information and create clear technical documentation.

Essential Skills & Experience

• Proven experience in 1st or 2nd line support within a Windows environment.
• Strong problem-solving and organisational skills, with the ability to prioritise effectively.
• Excellent customer service and communication skills.
• Ability to work under pressure and adapt to changing priorities.
• Good documentation skills and a proactive approach to knowledge sharing.

Desirable Skills

• Experience with tools such as Remote Desktop, Registry Editor, PowerShell, and Active Directory.
• Familiarity with Windows Server, automation tools (e.g., SCCM, Intune), and scripting.
• Understanding of ITIL processes and change management.