IT Support Analyst
Location: High Peak, GB, SK23 6FJ
A hybrid full‑time role with onsite work at least 3 days per week at our world‑class facility in High Peak, UK. The successful candidate will report to the IT Support Services Manager and provide IT support across all operational levels, ensuring system availability. Occasional travel to Edinburgh and Margate sites may be required.
Job Overview
Provide IT support to the wider operational team, including configuration, maintenance, and troubleshooting of PCs, laptops, mobile devices, printers, and related software. Enable onboarding for new hires, manage service desk queues, conduct root‑cause analysis, develop and implement processes, and coordinate with vendors and change management.
Responsibilities
* Configure, support, and administer IT equipment including PCs, laptops, mobile devices, and printers.
* Gather and document functional and technical requirements and convert them into appropriate funded projects.
* Perform break/fix analysis, document findings, and collaborate to deliver timely, cost‑effective solutions.
* Monitor the Service Desk queue, adhere to ITIL processes, and track SLA and KPI metrics.
* Conduct root cause analysis of complex incidents, develop solutions, document in the knowledge database, and create training materials.
* Develop new processes and procedures, assist in deploying new support services, and create training and communications materials.
* Participate in change management and document status for site services.
* Ensure compliance with applicable guidelines and regulations (e.g., SOP, GxP).
* Coordinate with approved vendors for orders and requirements for supported sites and projects.
* Set and amend permissions on Windows file servers and SharePoint/Teams environments.
* Build laptops, desktops, and install software using SCCM.
* Act as the IT representative for site‑related change management processes.
Requirements and Profile
* GCSEs in English and Maths minimum; additional IT/technical qualifications desirable.
* Relevant experience in technical support & troubleshooting desktop hardware & software.
* In‑depth knowledge and hands‑on experience with desktop operating system maintenance and troubleshooting, especially MS Windows.
* Proficiency in MS Office, Edge, core applications, antivirus, Outlook, VPN utilities, SCCM, Lotus Notes, Adobe Acrobat, and other Adobe products.
* Ability to plan, organise work schedules, and prioritise to meet service levels.
* Working knowledge of Windows desktop and laptop hardware.
* Knowledge of LAN technologies such as TCP/IP, Fast Ethernet, hubs, switches, routers.
* Good interpersonal skills for dealing with customers, colleagues, and technical staff.
* Ability to work in a multicultural environment with respect for diversity.
* Full, clean driving licence and own transport required.
The salary for this position is dependent on relevant experience.
All applicants must have full and permanent Right to Work in the UK, as we are unable to provide sponsorship for this position.
We are an equal opportunity employer and recognise and recruit all talent, fostering a sense of belonging and working daily to achieve this goal.
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