Senior Support Analyst

  • Location
    Romford, Greater London
  • Category
    IT - Desktop Applications
  • Job type
    Permanent
  • Industry
    IT and Telecoms
  • External Reference
    JN-072021-193623

We currently have a rare opportunity for a Senior Support Analyst to join a successful global organisation in their Romford offices. If you are a support analyst who loves to explore opportunities on how to improve the support process and how to implement changes, please apply now.


You will be joining an ambitious team who are constantly looking to improve the business as well as themselves. The company is at the forefront of technological advances and the multiple applications you will offer support for are be-spoke. In other words, if you are looking to join an innovative organisation local to you, we want to hear from you.


The company offer outstanding benefits including:



  • 25 days holiday (+ public holidays)

  • Excellent pension plan (employee contributes 5% and employer contributes 10%)

  • Private health care (taxable)

  • 2 external professional training courses (incl. exams) per year (taken during workdays)

  • Frequent company/team events

  • Flexibility and hybrid working (a balance of remote and office work)

  • Competitive salary in line with similar opportunities in Central London


Interested?! Please read on!


As Senior Support Analyst, you will oversee and be responsible for supporting the company's business application portfolio. You will work closely with internal users and customers, suppliers, business analysts and developers to understand and resolve complex support issues.


You will be able to identify gaps through analysis and understanding as well as providing root cause analysis and testing root cause fixes to provide stable services for the company's business application portfolio. The Senior Support Analyst also provides guidance on business systems training where needed.


Your responsibilities will include:



  • To provide an escalation point for 2nd line support issues relating to business applications and working with both 1st and 3rd line support teams to resolve issues

  • To manage a small number of support analysts ensuring support issues are prioritised, updated, investigated, and resolved in a timely manner

  • To providing regular updates on support metrics

  • To perform analysis and ad hoc queries to support business at all levels of the organisation

  • To ensure root cause analysis is performed and appropriate measures are set to prevent further re-occurrence through problem management

  • To work with teams to ensure smooth transition of new launches and releases within the business, as well as to develop and maintain relationships with key external parties


The most suitable candidate will have strong SQL experience and previous experience of providing support in general as well as BAU root cause fixes. They will enjoy liaising at all levels of an organisation. A bachelor's degree in a business-, computing-, economics-, or a numeracy-related subject is also preferred, but not essential.


You can apply online, but we'd rather speak with you directly so would welcome a call or email to the Adecco Romford branch.


As soon as we shortlist your application over the following weeks, you will be able to progress to the solo interview stage followed only by a virtual interview with the client!


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Alex Busila