Infrastructure Support Analyst




Anita Dale


West Midlands


IT & Digital


Medical cover & healthcare, salary sacrifice scheme, holiday increase, travel ticket loan, holiday buy/sell, annual pay review, flexible benefits

Start Date

Infrastructure Support Analyst with 24/7 availability for rotational on call cover sought by a managed IT service provider to join their team based in Solihull as their team grows due to new client contracts. You’ll be working days and nights, 7am-7pm and 7pm-7am, on a 4 days on, 4 days off basis.

The Role:

  • Work with colleagues on the Cloud Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests.
  • Receive escalations from other service desk members, escalate effectively to achieve the highest level of customer service.
  • Provide on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours.
  • Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
  • Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
  • Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
  • Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work & maintenance.
  • Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.

The successful Infrastructure Support Analyst:

  • Previous experience in an Infrastructure Support role
  • Must have a basic understanding of switches, routers, storage and SQL
  • A basic understanding of virtualisation, windows server support and cloud technologies
  • Ideally 3 years plus experience in escalations in a similar environment

Benefits package:

  • Up to £28,000 salary depending on experience
  • Annual pay review
  • Individual Medical Cover – includes partners and children
  • Pension including optional additional contributions
  • Salary sacrifice scheme
  • Cycle To Work scheme
  • Holiday increase with service
  • ½ day birthday leave
  • Staff referral scheme
  • Free eye tests
  • Travel season ticket loan
  • Health screening
  • Holiday buy/sell scheme
  • Flexible Benefits scheme e.g. Gym / Health / Sports Club contributions

Infrastructure Support Analyst

Solihull, West Midlands – commutable from Birmingham, Coventry, Redditch, Sutton Coldfield, Warwick, Leamington Spa, Nuneaton, Halesowen, Bromsgrove, Lichfield, Tamworth, Hinckley

Up to £28,000 + excellent benefits




West Midlands


United Kingdom



Job Type:



Full Time

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