We are looking for an ITSM Support Analyst to maintain, upgrade and manage our internal service management tools; working with our Service Desk and Automation teams to help us provide a great customer experience. Resourcefulness is a vital skill in this role. You should be able to diagnose and resolve problems quickly and have the patience to communicate with a variety of interdisciplinary teams and users.
Your goal will be to ensure that our technology infrastructure runs smoothly, efficiently and be keen to help us find better ways of working.
Install and configure service management software
Continually improve the features and functions used by our support teams, with a strong focus on workflow automation.
Monitor performance and maintain systems according to requirements
Troubleshoot issues with 3rdparty products
Upgrade systems with new releases and integrations
Develop expertise to train staff on new technologies
Build an internal wiki with technical documentation, manuals and IT policies
Knowledge / skills / experience
In-depth experience with ITSM tools (ideally Ivanti Service Manager / HEAT)
Ideally experienced with databases, networks and patch management
Knowledge of system security and data backup/recovery
Familiarity with various operating systems and platforms
Resourcefulness and problem-solving aptitude
Excellent communication skills
About the Company
UKCloud provides an unbeatable, secure UK public cloud. Focused solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.
Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of 250+ people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.
Competitive salary plus 10% bonus
25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
Access to free parking
Active social and charity events
Cycle to work scheme
Friday breakfasts, fruit and soft drinks
UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance.