Senior Support Analyst

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Incremental Group is a high growth digital technology business based in various locations around the UK. We are looking for a Senior Support Analyst to join our busy Service Desk Team, reporting to the Service Desk Manager.

Overview of the role

The Senior Support Analyst is responsible for tackling all levels of support tickets including more advanced technical support for customers and internal users that the frontline Support Analysts have escalated. Whilst the primary responsibility will be ticket resolution, there will be the requirement to interact directly with the customers via phone calls and email to log and update tickets.

What you bring to Incremental Group

As Senior Support Analyst you will mentor and guide Support Analysts on a daily basis and contribute to improving processes and documentation within the department. Liaising and working with other departments within the company will also be a factor when tackling more complex problems. The role offers an excellent opportunity for further learning, working beside a highly-skilled and motivated team.

The successful candidate will work well independently and as part of a team and demonstrate good problem solving skills, excellent communication, adaptability, a willingness to learn and to teach. You will have experience with the following technologies;

» Windows Servers - 2003, 2008, 2012 and 2016 (support, administration)

» SQL Server (support, administration)

» Office 365 (support, administration)

» VMWare

» Citrix


» Microsoft Exchange (including Exchange Online)

» Group Policy Management

» DNS and DHCP

» File and Print Services

» Backup technologies (e.g. Backup Exec, Commvault)

» Active Directory

» SharePoint

» Skype for Business

» Windows Desktops (setup, support)

» Microsoft Office Suite.

The following skills are not essential but are highly desirable;

» JIRA ServiceDesk

» Azure Active Directory, Microsoft Intune

» Microsoft Dynamics (D365, AX, CRM)

» Hyper-V


» Enterprise Storage Solutions (e.g. SANs)

» Networking (e.g. Cisco, Meraki, VPN, ASA firewalls)

» ITIL Training / Certification.

Experience working within the Professional Services industry would be beneficial.

What we offer you

This is an opportunity to join a growing team within an ambitious and entrepreneurial digital technology business. You will be empowered to make key decisions and to help improve the department. The opportunity is there to make it yours and grow with the business.


Are you passionate about technology, looking to develop your skills and experience in a wide range of areas, and can contribute to the growth and success of the business? As an inclusive employer building diverse teams, we welcome applications from candidates from all backgrounds. Contact our Talent Acquisition Team with your CV to find out more.

Reference: 36371263

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