Platform Support Analyst – Fixed Term Contract

First Central

. Provide 1st and 2nd line support for IT problems, incidents and service requests .

Posted 10/7/2026contractManchester • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT operations and service delivery management, with a strong focus on incident, problem, and change management. Proficient in utilizing ITSM tools and maintaining enterprise software applications to ensure compliance and service uptime.

Highest-signal resume keywords

IT Operations ManagementIncident ManagementITIL Foundation V3Focus Platform SupportService Desk/Issue Logging Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Enterprise Software SupportApplication DeliveryMS SQLReport CreationUser AdministrationMicrosoft Operating SystemsIT Infrastructure KnowledgeWeb Applications KnowledgeService Management TechniquesFCA Requirements Knowledge

Soft Skills

Good Communication SkillsPeople Management SkillsTime ManagementProblem-Solving SkillsAttention to Detail

Tools & Technologies

Cherwell Service Management ToolPower BIMicrosoft DynamicsSharePointOpsviewAtlasAtlassian ConfluenceMS Office ApplicationsMS Windows Servers

Certifications & Qualifications

SDI Service Desk Analyst QualificationITIL Foundation V3

Industry Keywords

Service Level Agreement (SLA)Service Improvement PlansChange DeliveryProduction UptimeIncident Severity Management

Tech Stack

Tools & technologies

ITSMSQL

About the role

Key responsibilities & impact

Provide 1st and 2nd line support for IT problems, incidents and service requests
Maintain the Focus application and estate to minimise failures
Log, analyse, triage and prioritise Incidents, Problems and Changes
Ensure systems, applications and services meet SLA targets
Perform daily morning health checks, end-of-day checks and core process verification
Analyse Incident, Problem and Change data and propose Service Improvement Plans
Maintain team processes, procedures and Knowledge Base documentation
Champion new features and best practices within the area of specialisation
Partner with IT leadership to define project scope, budget, schedule and deliverables
Coordinate with internal and external development teams on system implementations and changes
Provide extended support during change delivery, upgrades, implementations and testing
Troubleshoot and manage technical configurations to meet business requirements
Improve tooling, dashboards and reports supporting production uptime
Coordinate post-release critical issues through resolution and communicate with stakeholders
Recognise incident severity, manage escalations and advise direct management when necessary
Resolve business users' software queries
Ensure compliance with company standards and relevant regulations
Act as technical role model through workshops, standards, documentation and training
Support Projects/Change with Level 1–3 support and escalation procedures
Proactively identify and track risks and issues
Record, classify and investigate incidents to restore services quickly
Verify resolutions with users and resolve incidents in Atlas
Escalate incidents at risk of breaching SLA and document breach reasons
Own incidents and service requests throughout their lifecycle
Keep users informed of incident status
Perform daybook processes for renewal invites, extracts and pre-accepts
Manage daily and weekly platform processes, including renewal batches and reporting
Run daily BACS processing according to scheduled jobs
Monitor the Focus platform and resolve alerts
Identify potential incidents before production or users are impacted

Requirements

What you’ll need

Good experience of enterprise software, application support and delivery
Good understanding of the Focus Platform
Over 5 years IT operations and service delivery management
SDI Service Desk Analyst qualification desirable
Good understanding of Cherwell Service Management Tool or similar ITSM tool
Some experience in MS SQL beneficial
ITIL Foundation V3
Good communication skills, verbal and written
Good technical skills
People management skills
Good time management and organisation skills
Problem-solving skills and logical approach
User administration experience
Good knowledge of Microsoft operating systems
Good understanding of IT infrastructure and networking
Ability to create reports and dashboards using the SMT and/or Power BI
Understanding of First Central applications including FOCUS, Microsoft Dynamics/Siskin, AIA, SharePoint, Opsview, Atlas and Atlassian Confluence
Good understanding of business data, daily reporting and report uptime
Knowledge of service desk/issue logging tools
Good knowledge of MS Office applications
Knowledge of MS Windows servers
Knowledge of service management techniques and ITIL Foundation
Knowledge of FCA requirements, including TCF
Knowledge of web platforms/web applications
Ability to work shifts covering 08:00–20:00 Monday–Friday and occasionally anti-social hours
Flexible, self-motivated, organised and proactive approach
Ability to work independently and as part of a team
Attention to detail and accuracy
Ability to take ownership, make decisions and manage escalations

Benefits

Comp & perks

Flexible hybrid working
Primarily work from home
Office collaboration approximately once a quarter
Option to work in the office more often
6-month fixed-term contract