Senior Analyst, Operations

Senior Analyst, Operations

Purpose of the role: This is a National role, reporting into the firm's National Senior Manager of Technology Support. The individual will form part of a team of ten supporting 1800+ users Nationwide, ensuring that the business operations run smoothly and escalated Client queries are handled efficiently and effectively.

The role is London based and includes some travel to the firm's regional sites for Helpdesk support, administration and project work.

The standard working hours for the business are 9.30-17.30, the Helpdesk team's working hours are 08.00-18.00 to ensure we provide cover for those people that start earlier and finish later; we have a shift rota in place where you will work alternate weeks of two shifts – 08.00-16.00 and 10.00-18.00.

For the first three months of your probation period you will be expected to work Mon-Fri in the London office.

Once you have authorisation from your Line Manager to work from home after the three month probation meeting, you will be able to WFH on a rotational basis.

In addition, there will be a requirement for weekend work and/or overtime.

There is also a schedule of weekend support cover on a rotational basis (Saturday & Sunday between the hours of 9am-6pm).

Key responsibilities include, but are not limited to:

The Senior IT Analyst position plays a pivotal role in delivering exceptional support through the Technology Helpdesk. This role requires advanced expertise in diagnosing and resolving complex IT issues, providing strategic guidance on technology solutions, and contributing to national technology initiatives.

• Act as a primary point of contact for complex IT issues, providing advanced troubleshooting and resolution.
• Gather and document stakeholder requirements in Freshservice to ensure accurate communication with technical teams.
• Diagnose and resolve technical problems using advanced tools and techniques; escalate when necessary.
• Advise stakeholders on tailored IT solutions and recommend cost-effective approaches.
• Manage installation and configuration of hardware and software, including laptops, mobiles, printers, and peripherals.
• Setup and oversee user account setup for new starters and ensure smooth onboarding; process leavers efficiently.
• Plan and execute maintenance upgrades and software deployments, ensuring compliance with company standards.
• Maintain accurate records of support calls and prioritise based on impact and urgency in Freshservice.
• Stay current with emerging technologies and best practices; participate in training and national technology projects.
• Apply strong analytical and creative thinking to identify, troubleshoot, and resolve technical issues, ensuring minimal disruption to operations.
• Lead and mentor junior analysts, fostering a collaborative and growth-oriented team culture while supporting individual development.
• Work closely with colleagues across departments to drive shared outcomes and maintain alignment with organisational goals.
• Apply knowledge of information security principles and best practices to ensure the protection of data and systems.
• Demonstrate a proactive, organised, and delivery-focused approach to managing tasks and projects, ensuring timely and high-quality outcomes.
• Design and implement automation solutions to streamline processes and extract meaningful insights that inform business decisions.
• Maintain high standards of accuracy and precision in all work, particularly in data analysis, reporting, and documentation.
• Confidently engage with senior stakeholders, presenting updates, insights, and recommendations that align with strategic priorities.
• Continuously assess and improve existing processes to enhance efficiency, effectiveness, and user experience.
• Monitor system performance, proactively identify issues, and ensure timely communication and resolution to maintain operational continuity.
• Create and maintain clear, up-to-date documentation to support knowledge sharing, compliance, and onboarding.

Technical skills, experience & knowledge:

• Proven experience as a Senior IT Analyst or similar role (3-5 years experience)
• In-depth knowledge of hardware and software
• Up-to-date knowledge of IT and software trends
• Strong customer service ethos
• Excellent communication skills
• The ability to quickly establish good working relationships with clients
• The ability to work to deadlines and under pressure
• Problem solving attitude
• Analytical mindset

Required Skills & Qualifications:

• Works effectively across teams, mentors junior colleagues, and supports team development
• Articulates complex concepts clearly and persuasively to technical and non-technical audiences
• Engaging personality and strong communication skills
• Articulate with an excellent telephone manner
• Lateral thinker, team player, self-starter, and friendly
• Deep understanding of systems, tools, processes and contributes to process improvements
• Strong working knowledge of Windows 11
• Strong knowledge of Microsoft O365
• Ability to automate workflows and optimise processes using tools like PowerShell
• Proficiency in managing enterprise IT environments, including Windows OS, Exchange, BitLocker, and Microsoft Intune
• Familiarity with Freshservice ticketing system and incident management workflows

Ideal requirements:

• Experience with Microsoft Teams, Office 365, Intune, video conferencing, and Freshservice
• CompTIA+ certification
• Degree educated

Crowe UK is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation and believe that diversity and inclusivity are key drivers of effectiveness and in providing our clients with a quality service. Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit.

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