Senior IT Support Analyst

Huws Gray Group; Llangefni; On-site; GBP 28,000 - 35,000; Full time

Job summary

A UK-based construction support company in Llangefni is seeking a Senior IT Support Analyst to manage a small team and ensure high-quality service delivery. This role involves troubleshooting complex technical issues and mentoring team members, suited for those with supervisory experience. The company offers competitive pay, professional development, and a supportive team environment.

Benefits

Competitive rates of pay

24 days annual leave

Company attendance and performance bonuses

Company pension scheme

Death In Service

Career progression opportunities

Staff discounts

Qualifications

• Proven experience in a similar IT role, ideally at supervisory level or 3-5 years experience.
• Good understanding of ITIL principles and service management frameworks.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Support the Service Delivery Manager in managing IT Support Analysts.
• Act as an escalation point for complex technical issues.
• Troubleshoot and resolve incidents within agreed SLAs.
• Monitor service performance and contribute to reporting.

Skills

Team leadership

Technical troubleshooting

Customer service

Process improvement

Communication

ITIL principles

Job description

We are looking for a Senior IT Support Analyst to join us at Huws Gray Llangefni!

If you’re in the trade or have ever tackled a home improvement project, you’ve probably heard of us. We’re the Huws Gray Group and we’re made up of a number of brands, including Huws Gray, Hirebase, Civils & Lintels, The Timber Group, PDM, NDI and Anglia Tool Centre to name a few. Up and down the UK, our branches are serving and supporting our local communities with all their building material needs, but we couldn’t do this without the right people, so why not join us?

We rely on our Senior IT Support Analysts to act as a key point of escalation for technical issues, and assist the Service Delivery Manager in overseeing day-to-day operations of a small local team of Support Analysts in Llangefni. You'll need to ensure high-quality service delivery, maintain operational efficience and drive continuous improvement. Working in one of our Central Support Functions you’ll be part of a team where everyone is putting the effort in to offer brilliant customer service and to get the job done.

Here’s a quick overview of some of the things you can expect to do as a Senior IT Support Analyst with Huws Gray:

• Support the Service Delivery Manager in managing a small team of IT Support Analysts.
• Provide guidance, mentoring, and technical expertise to team members.
• Assist with workload distribution and prioritisation of support tickets.
• Act as an escalation point for complex technical issues across hardware, software, and network environments.
• Troubleshoot and resolve incidents within agreed SLAs.
• Ensure root cause analysis and implement preventative measures.
• Monitor service performance and contribute to reporting and KPI tracking.
• Identify opportunities for process improvements and automation.
• Ensure compliance with IT policies, security standards, and best practices.
• Collaborate with internal teams and external vendors to resolve issues.
• Communicate effectively with end-users, ensuring a positive support experience.

We know that you are more than just a CV and embracing everyone’s individuality is what makes us great as a team. We can give you plenty of training and equip you with the tools that you’ll need to succeed as a IT Support Analyst, however we would be looking for candidates to have proven experience in a similar role, ideally at supervisory level or 3-5 years experience in a similar IT role.

You will be working in a fast-paced environment and the position is suited to someone keen to work in a dynamic & vibrant business.You'll need to have a good understanding of ITIL principles and service management frameworks. This role is suitable for individuals who are able to communicate to stakeholders within the business, and manage and motivate a team. A full UK Drivers licence will be needed as you may be expected to travel across the UK completing site installations.

We know you’re thinking ‘this sounds great, but what’s in it for me?’ Let us tell you:

• Competitive rates of pay
• 24 days annual leave in addition to recognised public and bank holidays
• Company attendance and performance bonuses
• Company pension scheme – in line with auto enrolment
• Death In Service
• Career progression and personal development opportunities
• Being part of a “team” as opposed to just being a number
• Staff discounts on items purchased from any of our nationwide branches

Our online application process takes less time to complete than it does to make a good brew, so stick the kettle on and make your application!