Summary of the role & who we're looking for At Blueleaf, we’re passionate about supporting those who care for others. We work closely with our customers in the care sector to provide high-quality care home products, consumables, and furniture that truly make a difference. We're looking to recruit a permanent, full-time IT Support Analyst to provide first line IT Support, fixing IT issues, hardware and software support and liaison with support partners for incident escalation. This role is perfect for someone who can troubleshoot and problem solve, whilst building relationships with internal stakeholders. Primary Responsibilities: 1st Line IT Incident Management – Receiving IT incidents, verifying their classification, performing triage activities and tracking through to completion. Resolving Incidents in a timely manner, working with the IT Team to identify resolution steps. Engaging with users to ensure fixes have been delivered and users are operational. Raising problem statements where repeat issues are occurring and inputting on the wider IT activities and responsibilities. Identifying opportunities for RPA, Machine Learning and Automation to move to a proactive model. Overall ticket management and tracking of tickets through to resolution. Assignment of tickets to 3rd Line Support teams and Partners for resolution. Onboarding and offboarding new starters and leavers. Build close relationship with Operational users in Warehouse and Distribution centres to ensure timely resolution to any service interruptions. Skills & Experience: IT First Line Support Microsoft 365/Office IT Hardware Knowledge Incident Management Engaging Personable Cloud Technology Active Directory About Blueleaf At Blueleaf, we believe those who care for others are extraordinary. We're here to support them and ensure they never feel alone, and by understanding our clients needs and challenges, this allows us to find the right solutions to achieve their desired outcomes, as well as providing the essentials that every care home needs. In an industry which is all about people, we value relationships above all else, we take the time to get to know them, listen to them, and walk in their shoes and those of their residents - always living our values: 'Stronger Together, Achieve the Outcome, Lead the Way and Care. Always'. With over 30-years’ experience in the care home sector and occupying a large portion of this market, Blueleaf is continually looking at ways to expand and grow by seeking new opportunities, and to use its experience and expertise to help care homes deliver outstanding care for their residents. Blueleaf is an equal opportunities employer. What will we offer? We will offer 36 days holiday inclusive of bank and public holidays. You will be eligible for inclusion in a discretionary bonus scheme and a number of welfare benefits, such as auto-enrolment into our pension scheme, Death in Service benefit, access to our Medicash scheme that provides cash back towards everyday healthcare bills and a wide range of other wellbeing benefits including access to an employee assistance program. Location You will be located at our Crawley Office but will need to visit our Castleford office on a monthly basis. Next Steps Apply now! By applying for this role you give us consent to process your personal data for recruitment purposes only. A copy of our data privacy notice is available on the following link. Blueleaf Limited - Data Privacy Notice