IT & Application Support Analyst

• Act as the first point of contact for IT incidents and service requests. 
• Diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security. 
• Deliver a high standard of customer service, ensuring updates and resolutions are communicated promptly and effectively. 

• Administer and support the Seaware platform, ensuring its reliable operation and integration with other business systems. 
• Support the configuration and monitoring of Microsoft Intune for device enrolment, compliance, and security enforcement. 
• Streamlining workflows and enhancing efficiency. 

• Support the administration of Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive. 
• Carry out routine Active Directory tasks such as account creation, password resets, and group membership management. 
• Manage  software deployments and device management via InTune /SCCM and provide support for patching or compliance issues. 
• Provide user-level support for security tools such as Mimecast (email security) and Zscaler (web filtering). 
• Carry out basic checks and support tasks within VMware environments, escalating to senior engineers and/or 3rd parties, where necessary 

• Proactively monitor system health, performance, and security across all supported platforms. 
• Create and maintain documentation, configuration records, and standard operating procedures. 
• Provide timely and detailed reporting on system status, incidents, and compliance metrics. 

• Work closely with business stakeholders to understand needs and provide appropriate IT support or recommendations. 
• Support IT projects, upgrades, and migrations by contributing first-line expertise and user-focused feedback. 
• Identify recurring issues and contribute to continuous improvement initiatives. 

• Work tickets to SLA, keeping stakeholders informed. 
• Create/run playbooks and knowledge articles; contribute to change/problem management. 
• Track and report on KPIs (ticket volumes, SLA compliance, device compliance, patch compliance) 
• Participate in change and problem management processes, ensuring smooth communication to end-users. 
• Support training and onboarding of new starters, ensuring a positive IT experience from day one

KPIs

• System Reliability & Performance: Maintaining high availability of core systems, such as the reservations and other mission critical systems, with minimal downtime. 
• Service Delivery: Achieving agreed service-level targets for incident resolution and delivering a consistently high level of end-user satisfaction. 
• Security & Compliance: Ensuring all devices and systems remain compliant with security and regulatory standards. 
• Process Improvement & Innovation: Delivering measurable improvements in efficiency and automation through proactive system enhancements. 
• Knowledge Management: Contributing to a culture of continuous improvement through the creation and maintenance of support documentation and user training materials. 

About You

• Experience working in a customer-focused IT support or systems administration role within a medium to large organisation. 
• Based in Hemel Hempstead, with the flexibility to travel to and stay on Resorts, if/when required to support business operations. 
• Able to adapt working hours with reasonable notice to meet operational and project demands. 
• Comfortable operating in a fast-paced environment with competing priorities and shifting deadlines. 
• Confident engaging with and managing third-party suppliers and service partners. 

• Strong background in providing technical support across multiple channels (e.g. phone, email, ticketing systems). 
• Proven ability to diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security. 
• Demonstrated commitment to delivering high levels of customer satisfaction through clear communication and timely updates. 
• Experience working to defined SLAs and contributing to a positive end-user IT experience. 

• Proven experience querying and analysing system data using SQL (Oracle preferred) to support reporting, troubleshooting, and business insight. 
• Experience testing system changes or enhancements to ensure they are fit for purpose prior to release. 
• Ability to document test outcomes and support structured testing approaches. 
• Experience collaborating with business or support teams to enable system improvements and innovations. 

• Strong working knowledge of Microsoft 365 administration, including user accounts, licensing, and group permissions. 
• Experience supporting core collaboration tools such as Outlook, Teams, SharePoint, and OneDrive. 
• Familiarity with common identity, access, and authentication issues, including MFA and sign-in troubleshooting. 
• Experience escalating complex platform issues appropriately to senior engineers or third-party providers. 

• Practical experience supporting device enrolment and compliance within Microsoft Intune. 
• Understanding of common device compliance requirements such as encryption, antivirus, and conditional access. 
• Experience supporting application deployments, connectivity (WiFi/VPN), and basic remote device actions. 
• Ability to recognise and escalate persistent or complex device management issues. 

• Experience administering user identities within Active Directory (on-premises and Azure AD). 
• Understanding of account lifecycle management, security group structures, and access control. 
• Familiarity with basic identity troubleshooting and awareness of directory synchronisation concepts. 

• Working knowledge of PowerShell for automation, reporting, and operational efficiency. 
• Ability to maintain and enhance scripts to support monitoring, alerting, and process improvement 

• Basic networking knowledge to support user connectivity and troubleshoot network issues. 
• Understanding of common networking concepts such as IP addressing, TCP/IP, DNS, DHCP, LAN/WAN. 

• Reservation/Booking System experience - Requirements gathering from various business stakeholders. 
• Experience applying business requirements to deliver system based outcomes (e.g. through the creation of logic based rules) 
• Maintain brochure and promotional pricing structures, as well as other business rules. 
• Endpoint Management (SCCM/MECM) – exposure to patching, compliance reporting, or co-management 
• Security Tools – familiarity with Mimecast (email security) or Zscaler (web filtering).