Senior Support Analyst - Tiger Eye Consulting : Job Details

Looking for your next step in IT Support? Join us at Tiger Eye as a Senior Support Analyst, where you'll lead by example, tackle IT challenges, and provide exceptional service to our clients.

Senior Support AnalystNorwich, Norfolk, NR5 8BF - Hybrid working (2 days in office per week)

• Full time, Monday - Friday (9:00am - 5:00pm with 1 hour unpaid lunch break)
• Permanent position
• Salary circa £34,000 per annum

Please Note: Applicants must be authorised to work in the UK

Tiger Eye delivers innovative software solutions that streamline document and email workflows, helping businesses work smarter. Known for our unparalleled technical expertise and exceptional customer service, we deliver customised solutions and technical support to enhance productivity and efficiency.

As a company that prides itself on listening to our clients, we offer services ranging from software development to hands-on support and training, always striving for excellence in everything we do.

The Role

As a Senior Support Analyst, you will play a pivotal role in supporting our iManage installations, ensuring smooth operations for both our customers and support partners.

Key Responsibilities:

• Provide technical support to internal and external customers, addressing inquiries promptly and professionally across multiple channels
• Perform system administration and management tasks, ensuring SLAs are met while taking ownership of issues and delegating tasks as necessary
• Act as a Subject Matter Expert (SME), improving support processes and documentation while monitoring iManage incident trends to prevent future problems
• Participate in operational delivery and UAT for new projects and feature releases, serving as the first escalation point for technical queries
• Develop and manage KPI metrics and reports to ensure the Service Desk aligns with ITIL v4 best practices and meets agreed SLA targets

Benefits:

• Flexible home working options
• Supportive team and dynamic working environment

The Ideal Candidate

Your proactive attitude, combined with technical expertise, will ensure you contribute to the high standards of support Tiger Eye is known for. You will have:

• Experience in a frontline technical support role
• Strong stakeholder management, relationship-building, and communication skills
• Proven experience in ITIL Service Desk objectives
• Analytical skills to investigate and resolve customer support tickets
• iManage certification or experience (preferably Helpdesk Analyst, ICSE)
• Proficient in Microsoft 365 (Azure, Intune, SharePoint, Teams)
• Experience with Web Application Services (Apache, Tomcat) and Web Technologies (HTML, CSS, JavaScript)
• Knowledge of Databases (MSSQL, MySQL)
• Proficiency in Microsoft Suite (Word, Excel, Access, PowerPoint)
• Familiarity with Windows Server Operating Systems (2008-2016)
• Experience with Helpdesk CRM/Ticketing software

This is an exciting opportunity to take the next step in your IT career. If you’re ready to make an impact and lead by example, apply today!

How to apply for the role:

If you have the skills and experience required for this position, click "apply" today and check your inbox for an email providing more information on how to tailor your application and provide a cover letter or any supporting documents.

You must be authorised to work in the UK. No agencies please.

Other suitable skills and experience include IT Support Analyst, Service Desk Analyst, Technical Support Engineer, IT Helpdesk Technician, Systems Administrator, iManage Specialist, IT Operations Analyst, ITIL Analyst, Infrastructure Support Analyst, Senior IT Technician.