Systems Analyst

Salary: £? - ? per year

Requirements:

• Good knowledge of ITIL processes, particularly Incident and Problem Management.
• Experience with ITSM tools such as ZenDesk or ServiceNow.
• Proficient knowledge of Windows 11, Office 365 Suite, iOS, Android, and various peripherals.
• Familiarity with meeting room technologies such as Cisco TP and MTR.
• Strong network troubleshooting skills.
• Background in call handling within an IT Service Desk environment.
• Experience troubleshooting Windows desktop issues and applications.
• ITIL certification is a plus.
• Solid understanding of IT Asset Management and the IT Asset Lifecycle.
• Previous experience in a 24/7 shift environment is advantageous.
• Exceptional customer focus with a strong ability in root cause analysis.

Responsibilities:

• Investigate and diagnose reported technology issues.
• Collaborate with product, engineering, and infrastructure teams to resolve incidents.
• Identify patterns and trends related to incidents and escalate them as necessary.
• Retain ownership of issues while keeping stakeholders informed of progress.
• Publish knowledge base articles for newly identified issues.
• Engage with third-party vendors for event support.
• Provide meeting room support and collaborate with the Events team for executive events.
• Offer out-of-hours support for planned activities when required.

Technologies:

• Android
• Cisco
• Support
• ITIL
• ITSM
• Network
• Office 365
• ServiceNow
• Windows
• Zendesk
• iOS
• AI
• REST

More:

We are Pontoon, an employment consultancy focused on improving everyones chance of being part of the workplace. We value people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more, and we support an inclusive environment where people can thrive. Our client is a leading organisation in the retail sector, and this is a temporary Senior Systems Analyst role for 9 months based on site in Welwyn Garden City. You will work with a vibrant and supportive team environment, closely collaborating with Service Desk, Executive Support, and Service Operations, and contribute to technology support that directly impacts customers and colleagues in a prominent retail organisation.

last updated 38 week of 2026