Job Summary The IT Support Analyst provides 1st and 2nd line remote and onsite support in line with agreed service targets, ensuring all incidents and requests are accurately logged and managed in accordance with Service Desk standards. The role supports office and manufacturing environments across UK sites, providing onsite cover as. The position has a direct operational impact on IT Service Delivery performance, contributing to service targets, roadmap delivery, and continuous improvement initiatives that enhance efficiency and productivity. The Person: We are seeking a motivated and customer-focused individual with a strong interest in IT and a passion for delivering excellent service. This opportunity is open to candidates with existing IT support experience as well as those looking to develop a career within IT. You will demonstrate : Excellent customer service and communication skills Strong analytical and logical problem-solving abilities The ability to manage conflicting demands and prioritise effectively A collaborative approach, working well within a team and the wider business Empathy and resilience when supporting users during service disruptions A flexible attitude and willingness to learn The Role: As an IT Support Analyst, you will: Provide 1st and 2nd line remote and onsite IT support Act as the first point of contact for the IT department Support users across office and manufacturing environments Provide onsite cover for UK sites as Record, manage, and resolve incidents and service requests within agreed timescales Contribute to IT service improvements and knowledge sharing Assist Applications and Infrastructure teams with project-related activities Responsibilities: Deliver onsite IT support in office and manufacturing environments Provide onsite cover across UK sites as Respond to IT queries via telephone, email, and web portal Accurately log and manage all incidents and requests within the Service Management tool Ensure resolutions and actions are fully documented Prioritise and manage multiple open tickets in line with SLAs Escalate issues appropriately while managing user expectations Provide user guidance, training, and advice on IT systems and equipment Maintain and update IT knowledgebase documentation Promote IT services and develop self-help materials Communicate updates and major incidents to users Liaise with third-party suppliers as a central point of contact Coordinate IT inductions Carry out network cable patching where Support project work alongside Applications and Infrastructure teams Maintain and adhere to company and industry-recognised cyber security standards Requirements: While prior IT experience is beneficial, it is not essential for the right candidate with a strong interest in IT. Desirable experience and knowledge include: Experience in an IT support role Experience within a manufacturing environment Microsoft Office 365 applications and administration Microsoft Azure, Teams, and SharePoint Microsoft Intune management Troubleshooting Windows 10 and 11 Enterprise Knowledge of Android mobile operating systems Understanding of TCP/IP, VPN, DHCP, DNS ITSM tools (e.g., ServiceNow) Desktop, laptop, and printer hardware support Skills and Competencies Strong interpersonal and customer-facing skills Excellent listening and communication ability Problem-solving and analytical capability Ability to work independently with minimal supervision Ability to follow procedures Strong organisational and prioritisation skills Ability to assess business impact and respond accordingly About BAXI: Baxi Heating is a leading provider of environmentally friendly and efficient heating solutions across a portfolio of trusted domestic and commercial brands. With over 150 years of heritage, we are proud of our values and committed to earning lifetime loyalty from our customers. As part of BDR Thermea Group, we are driving innovation and supporting the transition to more sustainable, energy-efficient heating solutions across the UK and Ireland. Whether you're working in one of our manufacturing sites or supporting the business from within our offices, you’ll be part of a collaborative and forward-thinking organisation built on expertise, innovation, and continuous improvement. Locations: Preston – Home to our Manufacturing since 1866 – Bamber Bridge – PR5 6FN Warwick – Home to our Commercial Services – Brook House – CV34 4LL Our Benefits: Our package includes a competitive basic salary plus a variable incentive. We also offer: Hybrid style working pattern 25 days holiday plus standard UK Bank Holidays Income protection Contributory pension scheme Enhanced maternity, paternity, and sick pay schemes Staff discounts And more Our Approach: Baxi is an equal opportunities employer. We do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.