Support Analyst

What success looks like in this role:

PLEASE NOTE:

Candidates must be eligible for, and will be required to obtain, Security Clearance for this post - you will need to be a British Passport holder, and a resident of the UK for the past 3 years (al­ ready having clearance is advantageous).

At Unisys, we are dedicated to building high-performance, secure digital solutions that drive innovation and transformation for our clients. With a legacy of over a century in technology leadership, we empower businesses and governments around the world to achieve new levels of efficiency, security, and customer satisfaction. Our team thrives on solving complex challenges with cutting-edge technologies, and we are proud to be a trusted partner to some of the world’s most respected organizations.

Unisys is seeking a Support Analyst to work as part of a large development team supporting some of our most prestigious Public Sector clients in the UK and Europe.

This role will offer the successful candidate the opportunity to support a diverse range of mission critical applications which are at the core of Justice, Law Enforcement and Border Security agencies within the UK.

As a Support Analyst attached to our Services organisation, you will play a key role in investigating and resolving application and system issues across a diverse range of solutions.

What you’ll do:

• Deliver the service during extended business hours.  Currently Monday to Friday 08:00-18:00.

• Monitor the operation dashboards for alerts and service issues

• Monitor and answer the main phone during duty hours (on a rota) take ownership or assign incidents to available team members

• Record incidents in the ITSM tool, investigate issues, raise problems and defect records where required

• Take ownership of incidents and service requests, ensure they are resolved within SLA

• Develop workaround/data correction as appropriate and communicate to the client

• Understand severity of issues and escalate to management as appropriate

• Create and execute test cases aligned to defined scenarios

• Perform release testing

• Perform daily checks of the applications and middleware

• Fulfil data transfer requests

• Install, configure and upgrade applications

• Provide on-site services to clients on an ad-hoc basis, such as installation, training and testing

• Support the team to continuously improve by raising suggestions and highlighting areas of concern

• Compile statistics and produce regular reports from Dev Ops Azure showing metrics around support defect numbers

You will be successful in this role if you have:

• What you’ll bring:

• Quality and Customer-first mind set
• Analytical and problem-solving capabilities
• Demonstrate competent IT literacy around bespoke applications, operations and service desk activities.
• Familiar with concepts of, and have basic skills in, operating system platforms such as Linux and Windows
• Experience with Support tools such as ServiceNow or Remedy
• Familiar with concepts of, and have basic skills in, databases such as SQL Server, Oracle or PostgresSQL
• Excellent written and oral communication skills
• Initiative/task ownership and ability to manage time effectively across multiple tasks
• Experience working in complex systems environment
• Ability to follow standard processes & procedures
• ITIL Foundation certification
• Enjoys working within and across teams including client and business teams

• Security Requirements

  Candidates must be eligible for, and will be required to obtain and maintain, SC clearance for this post.  Additional and higher level of clearance may be required.  Already having clearance is advantageous.

  Location

  Milton Keynes office no flexible working

What do we offer?

• Pension
• Life Assurance
• Private Medical
• Option for private dental

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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.