Role Purpose:
Reporting to the IT Support Manager, the IT Support Analyst will join a growing team delivering first line IT support to end users at our factory and working remotely. Providing troubleshooting, problem resolution, and proactive maintenance across a wide range of IT systems and infrastructure.
The role is Monday to Friday during normal working hours at our Grove, Wantage location with occasional requirements to work outside of normal hours. You will also participate in an out of hours on-call rotation.
This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. Candidates will exhibit intellectual curiosity in their interest of IT with an aptitude for applying computing concepts and skills to solve real problems. The ideal candidate will have practical experience of supporting end users in a busy fast-moving environment.
Key Responsibilities:
Service Desk:
As the first point of contact for IT, log and categorize customer problems and incidents. Answer frequently asked questions and resolve basic user errors. Maintain SLAs and escalate issues to 2nd line/3rd line support, other teams of SMEs or vendors. Desktop Support:
Provide end-user support for hardware, software, and peripheral devices. Troubleshoot and resolve technical issues related to desktops, laptops, printers and meeting room devices. Install, configure, and maintain desktop operating systems and software applications. Maintain hardware and software asset records throughout the assets lifecycle. Mobile Devices:
Configure and support mobile devices including iPhone and iPads, use Microsoft Intune to manage and update mobile devices. System Administration:
Administer and support Active Directory/EntraID & M365. Manage the user account lifecycle, reset passwords, maintain mailboxes, groups and distribution lists. IT Security:
Collaborate with the IT security team to implement and maintain security policies and procedures. Hardware and Software Procurement:
Assist in the procurement of IT hardware and software in line with organization standards. Work with vendors to ensure timely delivery and proper installation of IT equipment. Documentation:
Maintain accurate and up-to-date documentation for system configuration and maintenance processes. Create and update standard operating procedures for support related tasks. User Training:
Provide training and support to end-users on IT-related topics. Develop and distribute instructional materials to assist users in utilizing IT resources effectively. Collaboration:
Share knowledge and experience to upskill the wider team and business. Stay up to date on emerging technology trends and promote the use of technology throughout the business. Collaborate with other IT teams to find solutions for recurring issues. Qualifications & Capabilities: 1-3 years’ experience in a similar IT support role. Passion for customer service in a fast-paced, agile environment. Team player with the ability to positively encourage and influence others. Excellent problem-solving and communication skills. Ability to work independently and collaboratively in a team-oriented environment. Strong knowledge of desktop operating systems (Windows and MacOS), software applications, and hardware components. Familiarity with network protocols, security concepts, and system administration. Experience working with Active Directory, EntraID and M365. Understanding of ITIL processes preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus. Degree in Computer Science (or Equivalent) is desirable but not essential. This job description is not exhaustive, and the job holder will be required to carry out from time-to-time tasks in addition to the above that will be both reasonable and within their capabilities.
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As the first point of contact for IT, log and categorize customer problems and incidents. Answer frequently asked questions and resolve basic user errors. Maintain SLAs and escalate issues to 2nd line/3rd line support, other teams of SMEs or vendors. Desktop Support:
Provide end-user support for hardware, software, and peripheral devices. Troubleshoot and resolve technical issues related to desktops, laptops, printers and meeting room devices. Install, configure, and maintain desktop operating systems and software applications. Maintain hardware and software asset records throughout the assets lifecycle. Mobile Devices:
Configure and support mobile devices including iPhone and iPads, use Microsoft Intune to manage and update mobile devices. System Administration:
Administer and support Active Directory/EntraID & M365. Manage the user account lifecycle, reset passwords, maintain mailboxes, groups and distribution lists. IT Security:
Collaborate with the IT security team to implement and maintain security policies and procedures. Hardware and Software Procurement:
Assist in the procurement of IT hardware and software in line with organization standards. Work with vendors to ensure timely delivery and proper installation of IT equipment. Documentation:
Maintain accurate and up-to-date documentation for system configuration and maintenance processes. Create and update standard operating procedures for support related tasks. User Training:
Provide training and support to end-users on IT-related topics. Develop and distribute instructional materials to assist users in utilizing IT resources effectively. Collaboration:
Share knowledge and experience to upskill the wider team and business. Stay up to date on emerging technology trends and promote the use of technology throughout the business. Collaborate with other IT teams to find solutions for recurring issues. Qualifications & Capabilities: 1-3 years’ experience in a similar IT support role. Passion for customer service in a fast-paced, agile environment. Team player with the ability to positively encourage and influence others. Excellent problem-solving and communication skills. Ability to work independently and collaboratively in a team-oriented environment. Strong knowledge of desktop operating systems (Windows and MacOS), software applications, and hardware components. Familiarity with network protocols, security concepts, and system administration. Experience working with Active Directory, EntraID and M365. Understanding of ITIL processes preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus. Degree in Computer Science (or Equivalent) is desirable but not essential. This job description is not exhaustive, and the job holder will be required to carry out from time-to-time tasks in addition to the above that will be both reasonable and within their capabilities.
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