LOCATION: BATHGATE

About Us: Welcome to Gregory Distribution Ltd, where technology and logistics come together to drive operational excellence. As part of our commitment to continuous improvement, we are undertaking a group-wide IT equipment upgrade. Join our dynamic Technology Team and be part of a project that will modernise and enhance our IT infrastructure across the UK.
Job Description: We are looking for a proactive and customer-focused IT Service Desk / Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities.

KEY RESPONSIBILITIES:

• Service Desk Support: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform.
• Technical Troubleshooting: Support and triage issues across Windows-based software and business-critical applications in Warehouse, Transport, and Back Office environments.
• Hardware Management: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, and warehouse equipment.
• Business Change Support: Assist with IT aspects of site openings, closures, and office relocations.
• User Communication: Engage effectively with users at all levels, ensuring clear updates and managing expectations.
• Ticket Management: Log, prioritise, and resolve tickets in line with SLAs, always maintaining a customer-first approach.
• Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality and user satisfaction.
• Monitoring & Escalation: Use monitoring tools to proactively identify issues and escalate where necessary.
• Collaboration: Work closely with other Technology teams to ensure smooth transitions of new systems and updates into support.
• On-Call Support: Participate in the out-of-hours support rota as required.
• Travel: Occasionally travel to other Gregory Group locations to support incidents or project delivery.

IT SUPPORT EXPERIENCE: MINIMUM OF 2 YEARS’ EXPERIENCE IN A SIMILAR ROLE

• Communication Skills: Confident in supporting users of varying technical ability.
• Attention to Detail: High level of accuracy in builds and documentation.
• Self-Management: Ability to manage workload and meet project deadlines.
• Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel.