ICT Support Analyst

Role: ICT Support Analyst

Location: Gloucester (Hybrid 2 days per week on-site)

Salary: £34,000 - £36,000

Are you an experienced ICT Support Analyst who thrives on solving complex problems, delivering excellent customer service, and making a meaningful impact on users' daily work? If you’re looking for a role where your technical skills and analytical thinking are valued, this could be your next move.

We’re working with a well-established organisation operating in a dynamic and fast-paced sector, supporting mission-critical applications. This role focuses on supporting a key Records Management System (RMS), along with associated platforms like CAD and mobile solutions, systems that truly matter.

What You'll Be Doing

• Providing 2nd/3rd line application support for the RMS and related platforms.
• Collaborating closely with end users, developers, and infrastructure teams to troubleshoot and resolve incidents.
• Investigating root causes, proposing both short-term fixes and long-term improvements.
• Handling changes and configuration items with care and precision, ensuring minimal risk to system availability and compliance.
• Participating in an on-call rota, ensuring continuity of service outside core hours.

About You

We’re looking for someone who:

• Has strong experience supporting business-critical applications in a structured environment.
• Brings a methodical approach to issue investigation and resolution.
• Communicates confidently with users and stakeholders, both technical and non-technical.
• Is detail-focused, with a strong appreciation for security, compliance, and best practices.
• Has knowledge (or a willingness to learn) systems like RMS, CAD, Pronto, and Windows Server environments.

Familiarity with ITIL, data protection (GDPR/MoPI), and cyber security practices would be beneficial.

Why Apply?

• You'll be part of a close-knit, collaborative team where your input has real impact.
• There's a clear structure, supportive leadership, and opportunities to deepen your technical knowledge.
• Flexible hybrid working with stability, benefits, and career development on offer.
• A rare opportunity to work on systems that play a vital role in people’s lives, this isn’t your average support job.