Harris Corporate IT (CIT) are seeking a skilled Technical Service Analyst to join our growing team on a permanent basis in Plymouth.
The Technical Support Analyst provides frontline application support to customers while contributing to the needs of the deployment team. This role is primarily support-focused 80% performing support tasks, and 20% performing deployments to the local staff.
Day-to-day responsibilities include diagnosing and resolving complex application issues, conducting customer training sessions, and serving as a key liaison between customers and internal teams.
Position & Responsibilities
In performing this role your core duties and responsibilities will include, but will not be limited to:
Handling support calls, tickets, and Teams meetings with customers to diagnose and resolve application issues
Managing bug fixes and software enhancements, using discretion to effect timely solutions that ensure customer satisfaction and minimise downtime
Delivering customer training sessions remotely
Diagnose and troubleshoot incoming calls, tickets, and emails for technical issues of moderate scope.
Responsible for timely resolution or escalation of technical issues.
Supporting legacy system maintenance and modernisation efforts
Develop, document, and implement standard operating procedures and guidelines.
Exercise judgement within defined procedures and practices to determine appropriate action.
Requirements:
Education in Computer Science, Information Technology, or relevant work experience.
3+ years of experience within a technical support role
Proven ability to diagnose and troubleshoot technical issues.
Experience working with ticketing systems to manage and document support requests.
Basic understanding of networking principles.
Analytical skills to assess, prioritize, and resolve issues efficiently.
Experience providing technical support in a software environment
Experience diagnosing bugs and responding to support tickets
Please note:
The successful applicant must be based in the UK and able to commute to our Plymouth office
Occasional travel to client sites for implementations.
About us:
Harris Corporate IT (CIT) provides support to all Harris employees throughout our various offices and remote workforce. We provide a comprehensive suite of services ranging from system deployment to cloud management and most things in between, leveraging leading security tools and services in support of our enduring organisation.
Benefits
Harris offers an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.
Supporting your application
Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware on your application of any adjustments or additional support we can provide you with before or on the day of an interview.