Business System Support Analyst
Employment Type: Permanent | Country: United Kingdom | Location: Liverpool | Business Area: Finance | 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 a range of food and drink products responsibly sourced and enjoyed by consumers every day. Our commitment to being an employer of choice makes our colleagues proud to represent our business.
Purpose
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.
To provide rota’d out of hours support for business critical systems.
To liaise with all users of IT systems within the group and with third party service providers.
Dimensions
Internal contacts will include members of the organisation at all levels, given the support element of the role.
Key Responsibilities
Support of Desktop Environment
This involves the effective management of all user‑based IT equipment, including Princes home users and third parties accessing IT systems remotely. The Business Systems Support Analyst’s primary role is to ensure user requests are dealt with to agreed time scales through excellent communication.
* Adherence to the documented Incident Management policy – monitoring of incoming support requests, accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress
* Desktop hardware, software support, upgrades and installations
* Management of facilities for new starters and leavers
* Co‑ordinate activities with the support functions and key users at other Princes sites
* Accurately perform the daily, weekly and monthly key system checks
* Daily monitoring of various systems and issues highlighted to the relevant teams
* Ensure all related documentation is kept up to date to enable support of systems by other members of the team
* Adherence to Princes Internal IT Controls
Support of Business Systems
* 1st line support of Operational business systems used within our manufacturing and distribution sites
* 1st and up to 2nd line support of Commercial business systems used within all sites
* Liaise with Business Analysts and third‑party software and support providers to coordinate live systems application support
* Provide a rota’d out of hours support service to business‑critical application users
Infrastructure Support
First point of contact and responsibility for the timely resolution of server and communications related problems. The Business Systems Support Analyst will investigate problems and handover support issues to 2nd Line Support/Operations Team where appropriate.
* First line support of the Azure Virtual Desktop environment
* Support and administration of Entra
* Support and administration of Remote Access solutions
* Support and administration of email and web filtering solutions
Technical Requirements
The Business Systems Support Analyst will be expected to have experience in some but not all of the following areas. Specific skills are less important than a technical aptitude, as appropriate training will be provided, specifically in Operational IT Systems.
* Windows 11 / Server
* Entra administration
* Azure Virtual Desktop environment (or equivalent virtual desktop experience)
* Intune administration
* Microsoft
* 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 License – Travel to Princes sites will be required as part of this role.
Benefits
* 25 days annual leave plus birthday off
* 14.5% pension – 5% employee opt‑in / 9.5% employer
* Flexible holiday option – buy 5 additional days
* Enhanced family‑friendly & carers policies
* Critical illness cover
* Learning & development opportunities
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