IT Service Support Analyst

at  Shepherd Neame

Faversham, England, United Kingdom -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate17 Feb, 2025Not Specified19 Nov, 2024N/AGood communication skillsNoNo
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Description:

Are you someone who thrives on solving problems and delivering top-notch support? Do you enjoy helping others navigate through technological changes with ease and confidence?
We are offering an exciting opportunity for a driven IT professional to join our team and make a real impact on the future of technology across our business and pub estate.
As our IT Service Support Analyst, you will be at the heart of keeping our technology running smoothly. From setting up workstations to troubleshooting and resolving technical challenges, you’ll play a key role in delivering exceptional IT support. Working closely with a small, dynamic team of three, you’ll ensure that all office devices are installed, configured, and maintained efficiently, helping us stay on top of our tech game.
If you’re passionate about delivering best-in-class service and want to be hands-on in transforming how we work, this could be the perfect role for you!

Shepherd Neame may be Britain’s oldest brewer but our approach is anything but old-fashioned. We are an authentic, independent business, yet flexible and agile, and that has enabled us to survive and thrive based on the following Sheps Skills:

  • Working Together
  • Pride and Passion
  • Authenticity
  • Sheps Spiri

Responsibilities:

  • Provide best-in-class first-line (Service Desk) and second-line to all team members and stakeholders within service level agreements
  • Assist the infrastructure team with third-line support tasks as and when needed.
  • Handle Service Desk enquiries intelligently, managing tickets, and deploying approved tools and services per our internal processes, ensuring reliability
  • Guide team members to utilise the IT Service Desk as the point of contact for all IT issues
  • Set up new users and manage login profiles, roles, permissions, and data resources
  • Monitor user devices, services, and network connectivity, collaborating with IT teams and third parties
  • Physical set-up of workstations and devices with installation and testing of platforms and tools
  • Maintain, repair, redeploy, and appropriately dispose of retired equipment
  • Contribute to standard operating procedures and assist in training team members and customers
  • Keep support documentation up to date
  • Perform administrative tasks, maintain relevant schedules & raise POs for approval
  • Make suggestions for improving support and processes
  • Assist in other areas as necessary

The ideal candidate:

  • Demonstrable experience in an IT Service Desk role or similar role
  • Operational knowledge of PCs, servers, printers, and basic networking.
  • Technical proficiency at the 2nd/3rd line level with Windows 10 and 11.
  • Working knowledge of Microsoft 365 and MS Teams (Excel, Word, Outlook). Knowledge of PowerApps and Forms is advantageous
  • Experience using MS365 Admin and MS365 Exchange. Knowledge of MS SharePoint is desirable
  • Understanding of SAP or ERP & BI tools is beneficial.
  • Knowledge of ITIL is advantageous, with relevant MCP/MCSE certification.
  • Strong ticket management skills, attention to detail, accuracy, and adherence to process.
  • Excellent communication skills, both client-facing and customer-facing.
  • Inquisitive and curious mindset, thrive working in a fast-paced, agile environment and resolve unplanned incidents quickly
  • Adaptable to changes in technology and approach to effectively manage competing demands
  • Excellent technical and problem-solving skills.
  • Willingness to challenge the status quo and be a critical friend to key stakeholders.

Shepherd Neame may be Britain’s oldest brewer but our approach is anything but old-fashioned. We are an authentic, independent business, yet flexible and agile, and that has enabled us to survive and thrive based on the following Sheps Skills:

  • Working Together
  • Pride and Passion
  • Authenticity
  • Sheps Spirit


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

IT

Graduate

Proficient

1

Faversham, United Kingdom