Senior IT Analyst

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About the role

About The Role The Senior IT Analyst is the principal in-house resource responsible for day-to-day IT support, providing first and second-line user support and day-to-day IT operations for approximately 80 users. As the principal person responsible for day-to-day IT operations, they will take ownership of incidents and service requests across the support lifecycle rather than operating solely as an escalation resource.   This is a broad, senior analyst role for someone who is technically capable, comfortable working independently and able to manage competing priorities. The postholder will respond directly to users, resolve routine enquiries and requests, investigate more complex issues through to resolution and coordinate external technology suppliers where specialist expertise is needed. Alongside business-as-usual responsibilities, the role will support and deliver smaller technology projects and service improvements.   By keeping FAIRR’s technology secure, reliable and easy to use, the role enables colleagues to focus on delivering FAIRR’s mission with investors and partners worldwide. Key Outcomes & Accountabilities OUTCOME 1: Users receive dependable, responsive IT support, with issues owned and resolved end to end • Act as the principal in-house point of contact for day-to-day IT support, providing both first and second-line assistance according to operational needs. • Resolve straightforward incidents and requests promptly, while taking the lead on more complex technical issues requiring deeper investigation and second-line expertise. • Own and manage incidents and service requests from initial contact through to resolution, including access, software, equipment, permissions and non-standard user requirements, coordinating third-party suppliers or specialist support when required. • Monitor recurring issues, identify root causes and implement practical improvements to reduce repeat incidents. • Maintain accurate support records and produce clear information on service volumes, performance, trends and user experience.   OUTCOME 2: Joiners, movers and leavers have the right access and equipment at the right time, and no more • Coordinate all IT activities for joiners, movers and leavers in collaboration with HR and relevant managers. • Create, amend and remove user accounts, licences, group memberships, permissions and application access accurately and on time, including removal of leaver access no later than the end of their last working day (or earlier where instructed by P&C). • Prepare, issue, recover and securely manage laptops, mobile devices, peripherals and other IT equipment. • Perform periodic access reviews and maintain appropriate evidence of approvals and completed actions. • Manage shared, service and other non-person accounts, ensuring ownership, purpose and access are recorded. • Where instructed by P&C or the Senior IT Manager, securely preserve or retrieve account and device data to support subject access requests, investigations or legal matters, maintaining confidentiality throughout.   OUTCOME 3: IT changes are implemented in a controlled way with minimal disruption • Plan, assess, document, communicate and implement routine IT changes in a controlled manner. • Ensure changes have appropriate approvals, testing, implementation steps, back-out arrangements and post-change review where proportionate. • Maintain the IT change schedule and coordinate activities to minimise disruption to users and business operations. • Communicate planned changes clearly to affected users and stakeholders. • Where changes need to take place outside normal working hours, schedule these in advance with the Senior IT Manager’s agreement (see Section 8).   OUTCOME 4: IT services and workplace technology opera

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