The Senior IT Support Analyst plays a key role in maintaining the stability, efficiency, and functionality of IT services within the organisation. This role provides expert-level technical support while ensuring a high standard of customer service. The successful candidate will support and mentor junior team members, manage system maintenance, and contribute to the continuous improvement of IT services. Key Responsibilities: Technical Support Provide advanced technical support across a wide range of IT services, including end-user hardware, software applications, and networking issues. Troubleshoot and resolve complex technical problems escalated from junior support staff. Ensure excellent customer service and clear communication throughout the support process. Follow up with users after issue resolution to confirm satisfaction and service quality. Identify root causes of recurring incidents and recommend mitigation strategies as part of problem management. Team Leadership Provide coaching, mentoring, and guidance to junior support analysts. Assist with onboarding and training of new team members, including the development of training materials. Promote a positive, collaborative, and supportive team environment. System Management & Maintenance Deploy and support new hardware and software solutions. Perform routine system maintenance, updates, health checks, and backups to ensure service continuity. Support joiner, mover, and leaver processes. Maintain accurate documentation of support requests, resolutions, procedures, and system configurations. Person Specification: Essential Skills & Experience Strong understanding of IT support processes and best practices. Proven ability to diagnose and resolve complex technical issues quickly and effectively. Experience in mentoring and supporting junior team members. In-depth knowledge of hybrid infrastructure environments. Microsoft 365 Intune Autopilot Active Directory Azure AD Exchange Online Good understanding of networking principles and infrastructure management. Exceptional customer service skills with excellent communication and interpersonal abilities. Strong written and verbal communication skills. Desirable Qualifications Degree in Information Technology, Computer Science, or a related field. Industry-recognised certifications (e.g., Microsoft, CompTIA). ITIL v3/v4 Foundation Certification or experience working within an ITIL-aligned environment. Previous experience within the Financial Services industry.