Lead Problem Analyst

Requirements

Must have:

- Experience in IT support/problem management in a professional office environment - Strong troubleshooting and analytical skills with excellent attention to detail - Genuine passion for root-cause analysis and long-term issue eradication - Customer-centric mindset with great communication skills (in-person, phone, email, chat) - Knowledge of Windows Server, Active Directory/AAD, Azure/O365 environments - Ability to prioritise effectively and take full ownership of tasks - Collaborative team player who supports others and champions continuous improvement - Microsoft certifications or ITIL qualifications are advantageous but not essential

Responsibilities:

- Own and lead Problem Management & Known Error activities within SLA and KPI timeframes - Act as a 2nd/3rd-line escalation point for technical service issues while adhering to change and configuration management processes - Troubleshoot application-specific, hardware, and endpoint problems - Provide support across Windows, Azure Virtual Desktop, Office 365, Active Directory/AAD as part of problem management activities - Design automation to improve processes and reduce recurring incidents - Maintain and update the internal Knowledge Base for Problems, Known Errors, and Workarounds - Support end-user computing (EU devices, mobile, printers) as part of problem investigations - Collaborate with the Head of Technical Services and wider IT teams to drive operational excellence

Company:

We are a forward-thinking organization that invests heavily in technology, automation, and service excellence. As our Lead Problem Analyst/Manager, you will play a high-impact role in driving stability, performance, and continuous improvement across a modern, cloud-centric IT environment.

We offer ongoing career development and training in addition to an enviable benefits package.