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IT Support Analyst

Salary: £Commensurate with the role & experience + benefits.....

Location: Cambridge, although home based opportunity is available.....

Our client is looking for an IT Support Analyst to join their team.

About the Company

Our client offers advice, design, implementation and support services that are focused on or run predominantly on AWS.

These include the provision of one-off professional services, ongoing managed services (service delivery and support), products that run predominantly on the AWS platform and resale of AWS.

They started hosting workloads on AWS in 2011 and began working with central government in 2015.

The majority of their customers are in the public sector.

They are known amongst AWS Partners for their innovative approach which has won awards for them and their customers.

Their success as part of our client led to them becoming a wholly owned subsidiary in July 2020. 

About the Role

This role will be part of a small group that provides support for those services to their customers.

You will resolve issues for customers and ensure that they are happy with the service that is provided to them.

While doing so, you will develop AWS expertise which may enable you to progress to doing development work over time. 

Key Roles & Responsibilities: 

  • Providing a helpful and professional service via email, phone and the service desk to customers who may be customer or partner first line staff, developers or users 
  • Frequent and proactive use of multiple service desks (their own and their partners where they are providing the AWS component of a broader service) Handling incidents, service requests, changes and problem tickets 
  • Taking and resolving tickets, documenting interactions and solutions 
  • Working with colleagues to continuously review and keep abreast of incoming requests 
  • Taking ownership of tickets that you cannot resolve alone and liaising with colleagues to provide and document the solution
  • Watching service level agreement (SLA) targets and trying to ensure that they meet or beat them
  • Managing escalation of incidents and assisting with root cause analysis 
  • Noticing where there are recurrent issues / requests in a particular area and working with colleagues to develop and document standard solutions, workarounds and / or automation that lets customers resolve the issues themselves 
  • Working to improve your knowledge and understanding of the services, customer requirements and of the AWS platform 
  • Following communication procedures, guidelines and policies 

About You

Our client is looking for technically able people who like to help customers and work as part of a team to deliver a service that keeps getting better. 


  • Previous customer service experience 
  • A friendly and calm approach 
  • Good at communicating with customers in a helpful and professional manner via phone and email 
  • Keen to understand and solve problems yourself but also happy to get help quickly when you don’t know enough 
  • Able to multitask, prioritise and manage time effectively 
  • Good at learning new services and technologies 


  • Previous service desk experience 
  • Knowledge of ITIL terms and processes 
  • Previous experience with AWS 

How to Apply

Please click on the link provided and you will be redirected to our client’s website to complete your application.

  • Start: ASAP
  • Duration: Permanent
  • Rate: £Commensurate with the role & experience + benefits
  • Location: Cambridge
  • Type: Permanent
  • Industry: IT
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: ARC89
  • Posted: 2020-10-15 15:51:34 -

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