Itil Analyst jobs

Technical Support Analyst

Location: Billericay

Salary: Competitive

Contract Type: Permanent

Working Hours: 40 hours per week, Monday-Friday

Solve complex problems. Improve services. Grow your technical expertise.

You enjoy getting to the root cause of technical issues, solving complex problems and helping improve the way technology supports a business. You’re comfortable working beyond basic troubleshooting, taking ownership of escalated incidents and using your technical knowledge to deliver reliable solutions.

At Ground Control, we’re on a mission to leave the world in a better place than we found it. From maintaining green spaces to delivering infrastructure and environmental services across the UK, technology plays a vital role in supporting thousands of colleagues every day.

As a Technical Support Analyst, you’ll provide 2nd and 3rd line technical support across our business, investigating and resolving more complex incidents, supporting business-critical applications and contributing to improvements across our IT services.

Working closely with the wider IT team, you’ll play a key role in maintaining a reliable, secure and efficient technology environment while helping drive continuous improvement.

What you'll do

As part of our IT Service team, you’ll take ownership of escalated technical issues, provide expert support to colleagues across the business and help improve the overall quality of our IT services.

Your responsibilities will include:

• Provide 2nd and 3rd line technical support for hardware, software, applications and infrastructure-related incidents.

• Investigate, troubleshoot and resolve complex technical issues escalated from the Service Desk.

• Own incidents through to resolution, ensuring users receive regular updates and a high-quality support experience.

• Perform root cause analysis on recurring incidents and contribute to problem management activities.

• Support Microsoft technologies including Azure, Active Directory, Exchange Online and Microsoft 365.

• Troubleshoot user access, authentication, permissions and device management issues.

• Install, configure and maintain laptops, desktops, mobile devices, applications and business systems.

• Support the management and troubleshooting of business applications, including SaaS platforms and integrations.

• Assist with user onboarding, offboarding and lifecycle management of IT equipment and accounts.

• Maintain accurate technical documentation, knowledge articles and support processes.

• Support the rollout, configuration and adoption of new technologies and applications.

• Work collaboratively with infrastructure, applications and security teams to improve service delivery.

• Provide hands-on technical support across office and operational locations when required.

What you'll get

• A varied technical role supporting a nationwide business environment.

• Exposure to a broad technology estate, including Microsoft 365, Azure, Active Directory and business applications.

• The opportunity to develop your skills across infrastructure, cloud technologies and IT service management.

• Experience working on complex technical issues and improvement initiatives.

• A collaborative IT team that values problem solving, knowledge sharing and continuous improvement.

• The opportunity to contribute to technology projects and service enhancements.

• A competitive benefits package.

What we're looking for

Essential

• Previous experience working in a 2nd line IT support, technical support or infrastructure support role.

• Strong troubleshooting skills across Windows operating systems, hardware and end-user computing environments.

• Experience investigating and resolving escalated technical incidents.

• Working knowledge of Microsoft Azure, Active Directory, Exchange Online and Microsoft 365.

• Experience supporting IT hardware, software applications and business systems.

• Understanding of IT Service Management principles and frameworks such as ITIL.

• Experience managing incidents through an ITSM platform.

• Strong analytical skills with the ability to diagnose problems and identify effective solutions.

• Excellent communication skills with the ability to explain technical issues clearly to different audiences.

• Ability to prioritise workload and manage multiple incidents in a busy environment.

Desirable

• Experience providing 3rd line support or working within an infrastructure/application support environment.

• Experience troubleshooting SaaS applications, APIs, integrations or database-related issues.

• Experience supporting Microsoft Dynamics or similar enterprise business applications.

• Experience with automation, scripting or process improvements.

• ITIL Foundation certification or equivalent.

If you're passionate about technology, enjoy solving problems and want to be part of a team that makes a real difference every day, we'd love to hear from you.

Benefits;

• Competitive salary – aligned with your skills and experience

• Pension scheme – helping you plan for the future

• Recognition schemes – celebrating and rewarding great work

• Private GP service – fast, convenient access to medical support

• Life insurance – providing added peace of mind

• Subsidised gym membership – supporting your health and wellbeing

• Holiday buy scheme – purchase up to 5 additional days of annual leave

#INDHP

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.

We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels. #CFIT