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User Support Analyst
AtkinsRéalisUser Support Analyst providing day-to-day support within IT Service Operations. Responsible for handling incidents, requests, and ensuring a positive end-user experience.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Desk operations, including incident and request management, while effectively collaborating with teams to enhance service delivery and maintain high standards of customer support.
Highest-signal resume keywords
ITIL ProcessesIncident ManagementProblem ManagementCustomer Service SkillsTicket Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Desk SupportTicket ProgressionKnowledge Base CreationService Level Agreements (SLAs)Organisational Skills
Soft Skills
Problem-SolvingCommunication SkillsTeam CollaborationWillingness to Learn
Tools & Technologies
Business ApplicationsCollaboration Tools
Certifications & Qualifications
Security Clearance (BPSS, SC)
Industry Keywords
User SupportService TransitionPerformance MonitoringEnd-User Queries
About the role
Key responsibilities & impact- Provide day‑to‑day support for Service Desk activities, including incidents, requests, and end‑user queries
- Work to agreed service targets (SLAs, OLAs, KPIs) by managing and progressing tickets effectively
- Prioritise and manage workload to maintain ticket queues and service levels
- Support the resolution of more complex issues with guidance from senior team members
- Work collaboratively with other analysts and wider IT teams
- Identify areas where services or processes can be improved
- Assist with testing, documentation, and service transition tasks
- Monitor performance against individual and team service targets
- Ensure tickets are logged, updated, and resolved to a high standard
- Create and update knowledge base articles
- Communicate clearly and professionally with end users and stakeholders
- Support a range of business applications and collaboration tools
Requirements
What you’ll need- Experience working in an IT Service Desk or User Support role
- Understanding of ITIL processes (Incident, Request, Problem Management)
- Strong problem-solving and organisational skills
- Good communication and customer service skills
- Ability to work effectively as part of a team
- Willingness to learn and develop technical and support skills
- Ability to obtain and maintain relevant security clearance (e.g. BPSS, SC) as required
Benefits
Comp & perks- competitive salaries
- employee rewards
- brilliant range of benefits for health, wellbeing, financial, and lifestyle choices
- opportunities for training and professional development
- hybrid working culture
- flexible holiday allowances