Support Analyst
Primary Location: Sittingbourne, Kent
Salary: Competitive, DOE + Benefits
Contract: Permanent, Full-time

The Entity Group is looking to recruit a self-motivated and highly service orientated Support Analyst, with a desire to learn and pursue a career path into the challenging world of Enterprise Information Management.

Working within Entity’s Managed Service team, you will play an important role in providing exceptional 1st Line Support to customers, both external and internal. This includes the acceptance, investigation, resolution or escalation of customer incidents within agreed SLAs. You will also take responsibility for the management of internal accounts via Active Directory and Office 365, basic network administration and system and hardware set ups.

As a Support Analyst, you will assist the Head of Managed Services in providing regular analysis and reporting for both internal and external customer services, whilst building, maintaining and improving Entity’s support knowledge base.

Support Analysts within Entity are also involved in the delivery of customer projects. These may be small changes or projects in their own right. As and when opportunities arise, the Support Analyst will participate in Business and System Analysis for the development of the change or project.

To apply you must:

• Be educated to graduate level or a professional equivalent. In subjects which demonstrate a sound grasp of logic and reason.
• Have a sound grasp of computer science, demonstrated by qualifications and/or experience. Including an understanding analysis and design.
• Be a good communicator, including written and verbal communication, and a good listener, with the ability to show empathy take control and extract all necessary information.
• Be experienced in structured problem solving. Possibly by being trained in a suitable methodology, e.g. Kepner Tregoe.
• Have formal training and be experienced in structured systems analysis using a recognised methodology (such as SSADM and UML).
• Be able to demonstrate commitment to seeing things through from inception to conclusion. A completer-finisher by nature.
• Be able to multi task, balancing competing priorities.

And:
• Have a full valid driving licence.
• The ability to travel where required by the client/project in UK and overseas.
• Willing to work as part of a 24x7 operation and be on-call.

A detailed list of responsibilities and person criteria is available upon request.


The Entity Group is an Equal Opportunities Employer.

Take a good look at our website www.entitygroup.com to find out more about us. In particular take a look at our Vision and Values.