Salary: £60,000 - 100,000 per year Requirements: We require proven experience in a Service Desk, End User Computing, or VIP Support role covering first-line and second-line support. We require experience supporting senior stakeholders or executive-level users in a professional business environment. We require strong troubleshooting skills across Windows operating systems, Microsoft 365, standard enterprise applications, end-user hardware, and identity and access services. We require experience using ITSM platforms such as ServiceNow, including incident, request, escalation, and SLA management. We require a good understanding of collaboration technologies including Microsoft Teams Rooms, AV solutions, telephony, and video conferencing platforms. We require strong analytical, troubleshooting, and problem-solving ability, with the confidence to work effectively under pressure. We require experience with SharePoint, Power Automate, Power Apps, Power BI, and chatbot technologies. We require experience creating digital learning content, including guides, videos, and user training materials. We require working knowledge of Active Directory, SCCM, Microsoft Intune, Microsoft Azure, and networking fundamentals. We require the ability to explain technical concepts clearly to non-technical users. We require a self-motivated, proactive, resilient, and solutions-oriented approach with strong ownership and accountability. We require willingness to travel between sites and support onsite activities as needed. We require a professional, adaptable, and customer-focused attitude suited to executive-facing environments. ITIL Foundation certification or equivalent service management experience is desirable. Exposure to project delivery activities or a recognised project management qualification such as PRINCE2 is advantageous. Responsibilities: We provide dedicated, high-touch IT support to senior leadership, VIP users, and key business stakeholders. We act as a trusted point of contact for VIP incidents, service requests, and escalations, ensuring timely prioritisation, ownership, and resolution. We deliver L1 to L3 support across Windows devices, Microsoft 365, enterprise applications, identity and access management, printing services, mobile devices, networking, and telephony and collaboration technologies. We manage incidents and service requests using the ServiceNow ITSM platform, maintaining accurate records, clear user updates, and adherence to SLAs and ITIL best practice. We provide onsite and field-based support across Warrington and other locations, including executive-facing support for meetings, events, and business-critical activities. We support meeting room technologies including Microsoft Teams Rooms, AV equipment, video conferencing, and unified communications solutions. We diagnose and resolve hardware and software issues, including device swaps, laptop builds, mobile device configuration, onboarding and offboarding, and technology refresh programmes. We provide local hands-and-eyes support for second-line, third-line, and external support partners during implementation, troubleshooting, and service restoration. We collaborate with Service Desk, project teams, Business Relationship Managers, Facilities, and Security teams to maintain continuity of service and support new or changed services. We produce and maintain knowledge articles, procedures, user guides, bite-sized learning videos, and training materials to improve adoption and self-service. We identify opportunities for service improvement, automation, and enhanced user experience. We maintain accurate stock and asset management records and support compliance with organisational standards and IT security policies. We support IT security incidents, project delivery activities, and operational improvement initiatives as required. We work flexibly in a fast-paced environment, including occasional extended hours and travel to support business needs. Technologies: Active Directory Azure Hardware Support ITIL ITSM Microsoft 365 Microsoft Intune Mobile Power BI Security ServiceNow SharePoint Windows Office 365 Cloud More: We are seeking a highly professional, customer-focused VIP Support Analyst to join our International IT Service Desk team. This is a full-time onsite role based in Warrington, with travel to other locations as required and possible on-call support during periods of business demand. We provide travel and accommodation expenses when you are required to travel. In this highly visible and mobile role, you will support senior leadership, VIP users, and key business stakeholders, helping to strengthen IT engagement and improve the overall user experience. We are committed to diversity and welcome applications from all backgrounds. last updated 23 week of 2026