Level 3 Support Analyst at Omni RMS, Widnes, Borough of Halton

Level 3 Support Analyst (On Site)
Denton | Widnes | Bromsgrove

We are seeking a Level 3 Support Analyst to join our Shared Services IT team, providing advanced technical support across a diverse and growing business. 

This role is ideal for someone who thrives on solving complex technical issues, enjoys working across a broad technology estate, and is passionate about delivering excellent customer service. As a senior escalation point, you will support users across the organisation while helping to maintain and improve critical IT services. 

The Role
As a Level 3 Support Analyst, you will provide escalated support for end-user incidents and service requests, ensuring issues are diagnosed, managed and resolved within agreed service levels. You will use a combination of service management tools, diagnostic utilities and hands-on troubleshooting to identify root causes and deliver effective solutions.

Working closely with internal teams, end users and third-party suppliers, you will play a key role in maintaining a reliable and efficient IT environment that enables the business to operate effectively. The successful candidate will be required to obtain and maintain SC Clearance. 

Key Responsibilities

• Act as the escalation point for complex technical incidents and service requests.
• Diagnose, troubleshoot and resolve hardware, software and infrastructure issues.
• Support and maintain Microsoft technologies, Azure environments and mobile device solutions.
• Deliver advanced Intune troubleshooting and support.
• Assist with software and hardware deployments, upgrades and roll-outs.
• Manage and contribute to Problem Management activities, identifying trends and root causes.
• Work with third-party suppliers and vendors to resolve technical issues.
• Produce and maintain technical documentation, knowledge articles and user guidance.
• Support application testing, validation and lifecycle activities.
• Manage Azure-based new starter and leaver processes.
• Ensure all incidents, service requests and problems are recorded and managed accurately through to resolution.

About You

We're looking for a proactive and customer-focused IT professional with strong analytical and problem-solving skills. You will be comfortable working independently while collaborating effectively with colleagues across the business.

Ideally, you will have experience of:

• 3rd Line / Level 3 IT Support within a corporate environment.
• Microsoft 365, Azure and endpoint management technologies.
• Intune administration and troubleshooting.
• Incident, Problem and Service Request Management.
• Root cause analysis and technical diagnostics.
• Working within ITIL or Service Management frameworks.
• Supporting users across multiple locations and business functions.