To keep up with our growth in the UK and Ireland, we’re looking for a dedicated IT Support Analyst to serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service. This position will support the end users in all offices.
Responsibilities
* Setting up and testing PCs for new and existing users to ensure smooth onboarding and ongoing performance.
* Responding to hardware and software issues, diagnosing problems, and delivering effective solutions.
* Supporting and contributing to corporate initiatives as directed by your manager, including testing and documentation.
* Assisting with the management and maintenance of mobile devices across the organisation.
* Providing day-to-day IT support to team members and collaborating to resolve technical challenges.
* Supporting a wide range of technology products and services, including troubleshooting, user guidance, and policy communication.
* Identifying the most efficient and effective ways to resolve technical issues for users.
* Logging, updating, and closing support tickets in ServiceNow, ensuring accurate documentation and timely resolution.
* Handling work orders of varying complexity, escalating high-priority or complex issues when required.
* Delivering onsite IT support for the Midland offices.
* Managing and maintaining IT equipment within the Midland offices to ensure reliability and availability.
Qualifications
* Outstanding customer service skills with the ability to speak about complex issues in a down-to‑earth manner.
* Good knowledge of current Windows Operating System.
* Good knowledge of Microsoft 365 office suite.
* Experience with PC hardware build and troubleshooting.
* Familiarity with Apple & Android mobile devices.
* Own transport as this role supports multiple sites.
* Experience of ServiceDesk (preferable).
* Experience in OpenGI or Applied Epic applications would be preferable.
* BA or BS degree preferred or equivalent experience.
* 3+ years of experience working for a corporate level service desk.
Benefits
* Health & Wellbeing
o Comprehensive private healthcare
o Healthcare cash plan
o Additional days off throughout the year to focus on your wellbeing
* Charity & Community
o Numerous charity fundraising challenges and events throughout the year
o Opportunities to volunteer and give back to the community
o Award‑winning apprenticeship program, helping local schoolchildren take their first steps into the world of work
* Social & Events
o Two large employee events every year for summer and Christmas
o Enjoy out‑of‑work events and socials to get to know your team better
o Good office locations with plenty of opportunity to socialise outside of work
* Inclusion & Belonging
o A dedicated Inclusion and Belonging Committee, supported by our Global Advisory Board
o Inclusive policies and procedures to ensure all of our people are treated fairly
o Access to Business Resource Groups that can support with key challenges
* Financial Security
o Matched employer pension contributions
o Life Assurance and Group Income Protection
o Lifestyle discounts for well‑known brands
* Work‑Life Balance
o Opportunity for hybrid working
o Generous annual leave allowance
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