Be part of the UKs clean energy revolution At Baxi, we are ambitiously transforming. Our pledge is to be carbon neutral in all our operations by 2030, and to lead the phase-out of carbon intensive heating by ensuring every product we make from 2025 will work with low carbon energy. We believe that our commitment to being a cleaner, greener manufacturer and solutions provider can help our customers to reduce the carbon footprints of their homes and businesses and achieve their sustainability goals by using a mix of technologies. We are a leading manufacturer and distributor of heating systems, based in Warwick, England – with a legacy that dates back to 1866. And we are a subsidiary of European group BDR Thermea, with 6,400 people throughout Europe, and a turnover exceeding €1.2 billion. About the Role Working as a IT Support Analyst, you will p rovide 1st/2nd line remote/onsite support to customers in line with agreed targets. Recording all IT incidents, requests and problems, ensuring all relevant details are captured in line with Service Desk standards. To provide on-site cover for all UK sites as and when required. Key responsibilities Onsite IT support in an office and manufacturing environment Provide onsite cover for all UK sites as and when required. To be the first point of contact for the IT department, providing the requisite number of hours of cover to the support hours required by the business. Identify and resolve technical issues in a timely manner. Support users in the use of computer equipment by providing necessary training and advice. Prioritise work and manage many open tickets at one time and ensure where possible they are closed within agreed time scales. Respond to calls related to all IT queries, requests, hardware/software issues and problems via a variety of sources (Telephone, Email, Web Portal) and log those contacts in the appropriate Service Management tool. Manage contacts logged in the Service Management tool, either in person by or via escalation to the appropriate team or person, ensuring that the “customer” is set the correct expectation in terms of actions required, timescales, and follow through, to ensure customer expectations are met. Documenting all associated resolutions and/or actions taken in the Service Management tool. Documenting any new processes or procedures to an IT knowledgebase. Promote IT Services and produce Self Help material. Manage communications around updates, major incidents and initiatives for IT services into the BDR Thermea UK IT user community. Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact. Coordinating IT inductions. Network cable patching. What you will bring Experience of working in an IT support role. Educated to a reasonable academic level. Knowledge of Microsoft Office 365 Applications and Administration. Microsoft Azure, Ms Teams and SharePoint. Microsoft Intune Management Ability to troubleshoot Windows 10 and 11 Enterprise. Knowledge of Android mobile operating systems. Understanding of TCP/IP, VPN, DHCP, DNS. IT Systems in a manufacturing environment ITSM ServiceNow experience. Good knowledge of Desktop, Laptop and Printer hardware. Strong interpersonal and communication skills, particularly customer facing skills including listening skills and an excellent telephone manner. Experience of working in a customer support environment. Problem solving and analytical skills. Ability to work effectively as a member of a team whilst able to understand instructions and use own initiative to work with minimum supervision. Ability to follow procedures. Able to assess the business impact of hardware and software downtime, and schedule work or respond to customer requests accordingly. Willingness to learn and be flexible. We offer up to five working weeks holidays in addition to the standard UK bank holidays, and we also offer the option to buy extra holidays At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more. At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.