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Senior IT Support Analyst

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360 Resourcing Solutions

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Location:
United Kingdom , Llangefni

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Senior IT Support Analyst to join us at Huws Gray Llangefni! We rely on our Senior IT Support Analysts to act as a key point of escalation for technical issues, and assist the Service Delivery Manager in overseeing day-to-day operations of a small local team of Support Analysts in Llangefni. You'll need to ensure high-quality service delivery, maintain operational efficience and drive continuous improvement. Working in one of our Central Support Functions you’ll be part of a team where everyone is putting the effort in to offer brilliant customer service and to get the job done.

Job Responsibility:

  • Support the Service Delivery Manager in managing a small team of IT Support Analysts
  • Provide guidance, mentoring, and technical expertise to team members
  • Assist with workload distribution and prioritisation of support tickets
  • Act as an escalation point for complex technical issues across hardware, software, and network environments
  • Troubleshoot and resolve incidents within agreed SLAs
  • Ensure root cause analysis and implement preventative measures
  • Monitor service performance and contribute to reporting and KPI tracking
  • Identify opportunities for process improvements and automation
  • Ensure compliance with IT policies, security standards, and best practices
  • Collaborate with internal teams and external vendors to resolve issues
  • Communicate effectively with end-users, ensuring a positive support experience

Requirements:

  • Proven experience in a similar role, ideally at supervisory level or 3-5 years experience in a similar IT role
  • Good understanding of ITIL principles and service management frameworks
  • Able to communicate to stakeholders within the business, and manage and motivate a team
  • A full UK Drivers licence
What we offer:
  • Competitive rates of pay
  • 24 days annual leave in addition to recognised public and bank holidays
  • Company attendance and performance bonuses
  • Company pension scheme – in line with auto enrolment
  • Death In Service
  • Career progression and personal development opportunities
  • Being part of a “team” as opposed to just being a number
  • Staff discounts on items purchased from any of our nationwide branches

Additional Information:

Job Posted:
January 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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