Capacity & Performance Analyst (IT)

Are you passionate about IT and looking to join a leading IT company?

If you would like to be in a role where you will be exposed to a variety of technologies, no two days will be the same and have the opportunity to work with clients of all sizes across all sectors, this could be the opportunity you are looking for.

The role

As a Capacity and Performance Analyst, you will provide our clients with ‘added value’ services in line with their support contracts, and will be responsible for proactive monitoring, alerting and analysis on client networks.

Your responsibilities will be:

  • Be accountable for the management, maintenance, and triage of our proactive monitoring platform
  • Use the proactive monitoring platform to continually monitor client networks for potential performance and capacity issues
  • Perform trend analysis and anomaly detection on data extracted from the proactive monitoring platform
  • Flag potentially impacting performance and capacity issues to key client and internal stakeholders and support teams
  • Provide support for internal and external IT support teams to resolve incidents and problems raised via the proactive monitoring platform
  • Consult with 1st, 2nd and 3rd line teams as required to resolve incidents and develop individual skillset
  • Flag high priority/urgent issues to the relevant manager
  • Follow IT procedures e.g. ITIL and strictly comply with our policies
  • Develop existing customer relationships and build a rapport with new clients
  • Create ad-hoc and scheduled client reporting packs
  • Develop the service offering, reviewing existing tooling for areas for improvement

About you

  • You will have an excellent telephone manner and be motivated to provide outstanding levels of customer service 
  • A sound understanding of Microsoft Workstations and office packages, i.e. Microsoft Office, Windows 10,
  • Knowledge of Operating Systems in a business environment
  • You will have a keen eye for detail with the ability to analyse data extracts for trends and anomalies
  • Exceptional organisational skills
  • Have the ability to communicate technical information to the user estate with a genuine desire to assist the customer
  • Enthusiasm and drive to learn
  • Relevant industry qualifications, including Microsoft, ITIL and CompTIA N+ would be beneficial but are not essential

About us

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.

We are a Business Services Group made up eight divisions; Office Supplies, Managed IT, Managed Print Services, Smart Technologies, Technology, Interiors, Commercial Foundation and PPE, Facilities and Workwear.

We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them. 

We are #commercialbynature.


We commit to ensuring all of our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial tribe, you will receive the following:

  • A basic salary of up £25,000 per annum
  • A bonus scheme of £3000 per annum, paid quarterly upon achievement of your KPIs
  • Hybrid working structure with the flexibility to work from home for part of the week
  • A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
  • Life Insurance that offers a payment equivalent to four times your annual salary
  • Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
  • Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

Diversity & Inclusion

Together, we are committed to attracting, including, inspiring and developing our teams no matter their background, belief or way of life.

We embrace everyone’s unique perspectives and create a genuine belonging for all.

Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.

We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation.

Please visit our website for further information about us and to view our job applicant privacy notice.



Liddington Park, Old Station Drive,
Cheltenham, Gloucestershire.
GL53 0DL


Carrwood Park,
Selby Road,
Leeds, West Yorkshire.
LS15 4LG


1 Aintree Road,
Greenford, Middlesex.

Call Us

01242 703400

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