Senior IT Support Analyst in Llangefni

Overview

We are looking for a Senior IT Support Analyst to join us at Huws Gray Llangefni.

If you’re in the trade or have ever tackled a home improvement project, you’ve probably heard of us. We’re the Huws Gray Group and we’re made up of a number of brands, including Huws Gray, Hirebase, Civils & Lintels, The Timber Group, PDM, NDI and Anglia Tool Centre to name a few. Up and down the UK, our branches are serving and supporting our local communities with all their building material needs, but we couldn’t do this without the right people, so why not join us?

We rely on our Senior IT Support Analysts to act as a key point of escalation for technical issues, and assist the Service Delivery Manager in overseeing day-to-day operations of a small local team of Support Analysts in Llangefni. You\’ll need to ensure high-quality service delivery, maintain operational efficiency and drive continuous improvement. Working in one of our Central Support Functions you’ll be part of a team where everyone is putting the effort in to offer brilliant customer service and to get the job done.

Responsibilities

• Support the Service Delivery Manager in managing a small team of IT Support Analysts.
• Provide guidance, mentoring, and technical expertise to team members.
• Assist with workload distribution and prioritisation of support tickets.
• Act as an escalation point for complex technical issues across hardware, software, and network environments.
• Troubleshoot and resolve incidents within agreed SLAs.
• Ensure root cause analysis and implement preventative measures.
• Monitor service performance and contribute to reporting and KPI tracking.
• Identify opportunities for process improvements and automation.
• Ensure compliance with IT policies, security standards, and best practices.
• Collaborate with internal teams and external vendors to resolve issues.
• Communicate effectively with end-users, ensuring a positive support experience.

Qualifications and Requirements

We are looking for candidates with proven experience in a similar role, ideally at supervisory level or 3-5 years in a similar IT role.

You will be working in a fast-paced environment and the position is suited to someone keen to work in a dynamic & vibrant business. You\’ll need to have a good understanding of ITIL principles and service management frameworks. This role is suitable for individuals who are able to communicate to stakeholders within the business, and manage and motivate a team. A full UK Driver\’s licence will be needed as you may be expected to travel across the UK completing site installations.

Benefits

• Competitive rates of pay
• 24 days annual leave in addition to recognised public and bank holidays
• Company attendance and performance bonuses
• Company pension scheme – in line with auto enrolment
• Death In Service
• Career progression and personal development opportunities
• Being part of a “team” as opposed to just being a number
• Staff discounts on items purchased from any of our nationwide branches

Our online application process takes less time to complete than it does to make a good brew, so stick the kettle on and make your application!