Senior IT Support Analyst - 3 Day Week (Weekend Hours)

Our client, a forward-thinking financial services organisation, is expanding their internal IT operations team and looking for an experienced Senior IT Support Analyst to take ownership of frontline technical support.

You’ll be the go-to person for advanced technical issues, working closely with service desk colleagues and field engineers to deliver a consistent and high-quality user experience across a range of desktop, mobile, and cloud technologies.

This is a Hybrid role based in Belfast, ideal for someone who thrives in a busy environment, enjoys solving problems, and is passionate about user experience and service improvement.

Candidates for this position should be available to work x3 12 hour shifts: Friday to Sunday or Saturday to Monday. There can be flexibility on start & finish times and working from home arrangements.

What You'll Be Doing:

• Acting as the escalation point for complex IT issues, handling requests via phone, email, and ticketing systems
• Managing user lifecycle operations such as onboarding/offboarding and access provisioning (SharePoint, Exchange, conditional access policies, etc.)
• Taking full ownership of support requests—seeing issues through to resolution with a proactive and service-focused mindset
• Monitoring performance against SLAs, aiming to resolve the majority of tickets quickly and effectively
• Logging and maintaining accurate technical documentation and solution guides
• Investigating repeat incidents to identify underlying problems and eliminate root causes
• Working with engineering and project teams on wider IT initiatives
• Contributing to the continuous improvement of processes and the service desk function
• Suggesting automation opportunities to streamline repetitive tasks

The Ideal Fit:

• A skilled IT support professional with a minimum of 5 years' experience in a multi-platform technical support role
• Confident working across Windows and macOS environments, mobile device management platforms, and Microsoft 365
• Experienced in managing remote access tools and VPN configurations
• Highly organised with a natural ability to prioritise and resolve issues under pressure
• A strong communicator who can translate technical language into simple terms for users
• Calm and professional when dealing with challenging situations or high-priority incidents
• Proactive, collaborative, and driven by a commitment to high-quality user experience

Technology:

• Microsoft 365 (including Entra ID / Azure AD)
• Windows & macOS support
• Mobile Device Management (MDM)
• VPN solutions and connectivity troubleshooting
• SharePoint, Exchange, Teams
• ITSM tools and remote access software

Advantageous:

• Familiarity with ITIL practices
• Experience supporting cloud-first or hybrid cloud environments
• Willingness to support occasional out-of-hours coverage (weekends/holidays) if needed

This is an exciting opportunity for someone ready to step into a senior support role with real impact. You’ll join a team that values initiative, innovation, and teamwork. You’ll have the autonomy to shape how IT support is delivered across the business.