Fever-Tree is hiring for IT Support Analyst as part of our Technology Team.
Role Overview
Are you passionate about technology and love helping people? We’re looking for an IT Support Analyst to join our Global Technology team. This is a fantastic opportunity for a confident IT Support Professional who brings the right attitude, a hunger to learn, and a commitment to delivering a brilliant service experience.
Key Responsibilities
* You will be working as Fever-Tree Technology’s first line support and must have day one capability to support users globally across all functions – taking requests via email, phone, and via our IT Service Management tool.
* You will be the friendly and welcoming face of Fever-Tree technology, building trust with colleagues and third parties and being respectful and patient with users at all levels of the organisation.
* You will be handling requests for M365, Azure-based services, software & hardware installation, device management, and all break-fix requests via an IT Service Management tool.
* You will be coordinating and executing Joiner, Mover, and Leaver processes and induction meetings across all global functions from day one, providing a professional and welcoming introduction to Fever-Tree.
* You will be managing IT Inventory records, maintaining accurate logs of hardware, Internet of Things (IoT), software licenses, permissions, and equipment in our IT Service Management tool both online and in-person at our London office.
* You will be responsible for managing and escalating unresolved issues and change requests to specialist teams and third parties – ensuring users are kept informed at every step.
* You will be analysing ticket data and requests to build out trend analysis and document problem management – then working on documentation, training, and break-fix solutions to prevent problems.
* You will be communicating technical changes effectively to colleagues and third parties – coordinating technical change, managing deployments, and creating knowledge to support changes.
* You will contribute to Fever-Tree’s continuous improvement efforts and will gain exposure to a wide range of SaaS products, systems, and emerging AI tools.
Qualifications
* You must have demonstrable hands‑on experience in a help‑desk or IT Support role and be comfortable owning issues independently through to resolution.
* You must be able to build trust quickly and work with empathy and professionalism – providing a polite, honest, and high‑quality service from day one.
* You should have an IT Support Qualification (e.g., COMPTIA A+, Microsoft Fundamentals, or equivalent) and/or a demonstrable understanding of IT service management standards (e.g., ITIL).
* You must have day one capability to manage M365, Azure-based services, software & hardware installation, device management, and other break‑fix requests via an IT Service Management tool.
* You must be comfortable managing your own workload of tasks, requests, and service level agreements – as well as holding third parties to account.
* You must have knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive) and Azure Active Directory / Entra ID. These are core fundamentals in the makeup of our Service Delivery requests.
* You need to be able to improve recurring issues, not just close tickets – you should understand problem management as well as having a clear understanding of ITIL principles.
* You should have an ability to process and analyse data and provide recommendations to continuously improve based on trend analysis.
Why Fever-Tree?
* Recognised by The Department of Business and Trade as a leading British exporter, we continue to grow our market share year on year across the globe.
* Awarded 3rd in ‘Best Food & Drinks Companies to Work for in the UK’ by Best Companies 2025, as well as receiving multiple awards at The Grocer’s New Product & Packaging Awards 2025.
* As a supporter of ethical causes, from malaria prevention to local community initiatives, we continue to be a responsible player in the world of doing good.
* We will always endeavour to support our people to achieve their best through training, development, and outstanding career progression.
* We offer a generous benefits package, product perks and clubs, as well as a sociable yet fast‑paced working environment.
* Fever-Tree seeks to offer an inclusive and secure working environment that embraces the authenticity of everyone at work. We encourage open sharing of viewpoints and ideas, creating a space free from judgement or bias.
* Modern, open plan London office featuring our very own Fever-Tree bar.
* And more!
Fever-Tree is an equal opportunity employer that does not tolerate discrimination or harassment based on race, colour, sex, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic. We strive to create an inclusive work environment and welcome individuals of all backgrounds and experiences to apply.
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