Position Title: IT Field Support Analyst
Employment Type: Contract – 6 Months Rolling
Location: South Scotland & North England (Field-Based Role) – UK-based citizen
Work Model
* Up to 75% travel to client sites across South Scotland and North England
* Approximately 25% remote/admin work including ticket management and hardware tasks
* Travel expenses covered by client
* Laptop provided
Purpose of the Role
The IT Field Support Analyst will ensure a consistently high level of IT service delivery across multiple business sites. This role requires a proactive individual who engages directly with stakeholders onsite to understand operational challenges and provide effective IT solutions. The position focuses on preventing recurring issues, maintaining system stability, and supporting business operations through reliable IT services.
Key Responsibilities
Technical Support
* Provide remote and onsite hardware and software support across multiple sites
* Diagnose and resolve technical issues relating to desktops, laptops, peripherals, and enterprise applications
* Replace and repair hardware components when required
* Maintain accurate records of all support activities in the IT Service Management (ITSM) tool
* Provide timely updates and feedback to end users throughout ticket resolution
Infrastructure & Security
* Identify and mitigate security incidents and vulnerabilities
* Ensure compliance with GDPR and IT security standards
* Monitor systems to ensure backups are operational and failures are addressed promptly
* Assist in maintaining network and infrastructure reliability
Collaboration & Stakeholder Engagement
* Work closely with geographically distributed IT teams
* Liaise with third-party vendors where necessary
* Build strong relationships with key business stakeholders
* Support IT-related projects and contribute to project delivery
* Maintain and update technical documentation and operational procedures
* Identify recurring issues and implement preventive solutions
* Participate in training and research to stay current with emerging technologies
* Develop a strong understanding of business operations and IT dependencies
Key Performance Indicators (KPIs)
* Resolution time for IT incidents and service requests
* User satisfaction and service quality
* Accuracy of documentation and ticket records
* Reduction of recurring technical issues
* Compliance with security and operational standards
Technical Skills
* Experience in IT support roles (onsite and remote support preferred)
* Knowledge of hardware troubleshooting and software support
* Familiarity with ITSM tools and ticketing systems
* Basic understanding of networking, infrastructure, and security principles
* Experience supporting enterprise IT environments
Professional Skills
* Strong prioritisation and time management abilities
* Excellent decision-making and problem-solving skills
* Strong organisational and planning capabilities
* Effective communication skills (written and verbal)
* Customer-focused with strong interpersonal skills
* Ability to work independently and within a team
* Flexible, calm, and adaptable under pressure
* Proactive and self-motivated approach to work
Required Qualifications & Requirements
* Full Driving License (mandatory)
* Willingness and ability to travel extensively across assigned sites
* Ability to respond to emergency travel requirements when needed
* Willingness to pursue relevant IT certifications and professional development
Language Requirements
Candidates must be fluent in any two of the following languages (written and verbal):
* German
* Dutch
* French
* Polish
Preferred Experience
* Experience working in field-based IT support roles
* Experience supporting distributed or multi-site environments
* Exposure to IT security practices and GDPR compliance
* Experience participating in IT projects
* Laptop provided by client
* Travel expenses covered
* Opportunity to work across diverse technical environments
* Exposure to enterprise-level IT infrastructure
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