We're looking for a proactive and solutions-focused Systems Support Analyst to deliver first- and second-line support across our technology estate. From resolving day-to-day issues to contributing to infrastructure improvements and IT projects, this role is key to keeping our systems running smoothly and our users supported.
As Systems Support Analyst you will ensure timely resolution of all hardware, software, and network-related issues. You will be responsible for user onboarding, account management, and remote support, while maintaining accurate documentation and user guides. Beyond day-to-day support, you will contribute to infrastructure changes, IT projects, and process improvement initiatives. This includes identifying recurring issues, developing automation tools, and enhancing self-service capabilities to improve efficiency, reliability, and user experience across the organisation.
Key Responsibilities
* Provide first-line and second-line technical support via phone, email, and our service desk system
* Diagnose and resolve hardware, software, and network-related issues
* Set up and configure workstations, laptops, and mobile devices for new starters
* Manage user accounts and access permissions across various systems
* Support remote workers with connectivity and network access
* Maintain IT documentation and user guides
* Own routine network changes (VLAN tweaks, port security) and assist with larger upgrades
* Contribute to IT projects as required, including planning and supporting go-live activities
* Identify and analyse recurring issues and trends to recommend and implement sustainable resolutions
* Drive process improvement initiatives across IT support functions, with a focus on efficiency, reliability, and user experience
* Develop and maintain automation tools or scripts to streamline repetitive tasks and reduce manual effort
* Enhance self-service capabilities through knowledge base updates, FAQs, and user-friendly tools or platforms
* Document recurring issues, FAQs, and resolutions in a knowledge base and contribute to automation or self-service improvements (e.g., scripting common tasks)
About You
* Solid experience in an IT support role
* Strong knowledge of Windows client and server, Microsoft 365, Intune and Autopilot
* Experience liaising with 3rd party service and maintenance providers to solve issues
* Experience with remote support tools and service desk systems
* Understanding of networking concepts and experience of port changes and patching
* Excellent problem-solving and analytical skills
* Strong communication skills with ability to explain technical concepts clearly
What you can expect
* 25 days holiday excluding public holidays increasing after 2 years' service
* Participation in Company and Personal bonus scheme
* Company pension scheme matching up to 5% of contributions
* 18 weeks enhanced maternity leave and 4 weeks paternity leave.
* Cycle to work scheme & Season ticket loan
* Employee Assistance Programme
* Travel insurance
* Employee wine discount
* Retail, wellbeing, technology, and travel discounts
* Plus many other Liberty Wine perks
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