The Vacancy
We have an exciting opportunity for an IT End User Support Analyst to join our Central IT team here at De La Rue. The UK IT End User Support Analyst provides essential IT support to our business users, in the UK and across our global manufacturing sites. As this role is based at our company Head Quarters it is also part of the IT Global Service Desk and will answer calls from across the business.
This role forms part of the Global IT End User Support Team responsible for troubleshooting all IT issues and ensuring they are dealt with efficiently and effectively and where possible presenting a first-time fix to minimise client downtime.
Whilst working reactively to a wide range of hardware and software user issues across multiple platforms, this role will also work proactively in supporting the set up of all new joiners to the business, the close down of all leavers and support the ongoing maintenance and inventory of all IT equipment across the business.
Working in alignment with Company process and procedure, this role will support in the ongoing creation and updating of knowledgebase articles which can be shared across the wider Global IT Teams, whilst ensuring all incidents are documented and the ITSM tool is regularly updated to log and track process/resolution of all issues. In addition, this role will assist with conducting root cause analysis and identifying and implementing areas of improvement.
Key Responsibilities
1. Provide 1st and 2nd line support for hardware, software and network issues – conducting diagnostics and troubleshooting activities
2. Ensure that all tickets raised via our ITSM portal, telephone or walk up are logged, triaged, and managed through to resolution within agreed SLA’s
3. Ownership and management of all tickets assigned to the IT End User Support Team from troubleshooting through to resolution
4. Ensure that high priority incidents (P1’s and P2’s) are documented and where required escalated to the appropriate team
5. Install, configure and troubleshoot desktops, laptops, printers, mobile devices and other IT peripherals
6. Administer telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response and video conferencing systems.
7. In conjunction with the IT Security Team, manage user accounts and permissions via Active Directory and office
Contract type: Permanent
Working hours: Full Time – 36.5 hrs per week (working an 8am-5pm or 9am-6pm shift
Base location: Basingstoke Viables
Skills, Qualifications & Experience
8. Educated to A level or equivalent in an IT or related discipline
9. Previous experience working in a 1st and/or 2nd line IT Support role
10. Excellent customer service and communication skills
11. Experience in managing P1 and P2 incidents and proven technical troubleshooting skills
12. Knowledge of building and fixing laptops, desktops, phones, tablets, monitors, docking stations and other peripherals
13. Knowledge of Office including, but not limited to Teams, SharePoint, Outlook
14. Working knowledge and experience of using an ITSM
About De La Rue
De La Rue is a leading commercial supplier of banknotes and a long-standing trusted partner to central banks and governments worldwide. Our products underpin the integrity of economies and trade, enabling businesses and citizens to participate securely in the global economy.
With a heritage spanning over years, we remain a global leader in advancing security and integrity for currency solutions, supplying 54% of the world’s central banks and manufacturing in the UK, Europe & Asia. We offer world-leading banknote design and technical support, fully finished banknotes and advanced security features, including our durable SAFEGUARD® polymer substrate. Our products are optimised for ease of manufacture, reduced environmental impact and cash cycle efficiency.
Benefits
15. 26 days annual leave + bank holidays
16. Contributory pension scheme (De La Rue pay 1.5x the employee’s contribution – employee contributions up to a maximum of 6%, with employer contributions up to a maximum of 9%)
17. Private health insurance – No cost for single cover, subsidised rates for additional dependant cover
18. Life assurance - 4x your annual salary
19. Chance to buy or sell holiday as part of our Annual Leave Flexibility Scheme
20. Cycle to Work Scheme
21. Subsidised Gym Memberships
22. Various other perks and Employee Assistance packages
23. Enhanced family friendly policies (e.g., four weeks paid paternity leave and enhanced paid maternity leave)
Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.
***This position is located in Basingstoke, Hampshire. To be eligible for consideration, you must be authorised to work in the UK without company sponsorship***