Join to apply for the 1st/ 2nd Line IT Support Analyst role at Princes Group.
Employment Type: Permanent
Country: United Kingdom
Location: Liverpool
Business Area: Operations
Workplace Type: Hybrid
About Princes: The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day.
Role Description
To provide 1st and 2nd line support of the IT Desktop and Business Systems used within the Princes Group, as the first point of contact for end users. Additionally, to provide rota‑ded out of hours support for business critical systems and liaise with all users of IT systems within the group and with third‑party service providers.
Key Responsibilities
* Support the Desktop Environment: manage all user‑based IT equipment, including Princes home users and third parties accessing IT systems remotely, and ensure user requests are dealt with to agreed time scales through excellent communication.
* Adhere to the documented Incident Management policy: monitor incoming support requests, accurately log calls, and close calls in a timely manner, keeping end users fully informed.
* Provide desktop hardware and software support, upgrades and installations.
* Manage facilities for new starters and leavers.
* Coordinate activities with support functions and key users at other Princes sites.
* Accurately perform daily, weekly and monthly key system checks.
* Monitor system health and highlight issues to relevant teams.
* Maintain up‑to‑date documentation to enable support of systems by other team members.
* Support the following business systems:
o First‑line support of operational business systems at manufacturing and distribution sites.
o First‑line and up to second‑line support of commercial systems at all sites.
o Coordinate with Business Analysts and third‑party software providers for live systems application support.
o Provide rota‑ded out‑of‑hours support for business‑critical application users.
* Infrastructure support: first point of contact for server and communications related problems, investigate issues and hand over to second‑line support or Operations Team as appropriate. Responsibilities include:
o First‑line support of Azure Virtual Desktop environment.
o Administration of Entra.
o Administration of remote access solutions.
o Administration of email and web filtering solutions.
Technical Requirements
* Windows 11 / Server 2022
* Entra administration
* Azure Virtual Desktop environment (or equivalent virtual desktop experience)
* Intune administration
* Microsoft 365
* Internet and basic network principles
* Basic understanding of SAP ERP
* ITIL foundation principles
* Understanding of security principles
Skills
* Exceptional customer service skills
* Excellent problem‑solving skills
* Team player who is self‑motivated
* Excellent attention to detail and accuracy
* Strong organisational skills with a logical, methodical and structured approach
* Flexible and adaptable
* Full UK driving licence – travel to Princes sites required.
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