Who we are looking for:
The IT Support Analyst is responsible for providing first- and second-line technical support to the business, ensuring that end-users are able to work effectively and securely.The role supports day-to-day IT operations, user onboarding/offboarding, hardware and software support, and contributes to ongoing IT improvements and change initiatives.
This position plays a key role in maintaining a reliable, responsive IT service across the organisation.
Key Responsibilities:
End User Support
- Provide 1st and 2nd line technical support for desktops, laptops, mobile devices, and peripherals across the business
- Diagnose and resolve hardware, software, and connectivity issues efficiently while maintaining a high standard of customer service
- Log, prioritise, and manage incidents and service requests via the IT service desk
User & Access Management
- Manage user onboarding and offboarding processes
- Administer user accounts, permissions, and group memberships across core systems
- Ensure access controls and user permissions comply with company security and compliance policies
Hardware & Asset Management
- Provision, configure, and deploy laptops, desktops, and mobile devices for new and existing users
- Maintain accurate records of IT assets, licences, and equipment allocation
- Coordinate hardware repairs, replacements, and warranty returns with suppliers
Systems & Applications Support
- Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive
- Assist with business applications and liaise with third-party suppliers as required
- Support routine system updates, patching, and maintenance activities
IT Operations & Security
- Assist with IT projects, system upgrades, and process improvements
- Create and maintain user guides, FAQs, and internal IT documentation
- Support IT security best practices, device security, and escalation of potential security incidents
Key Performance Indicators:
- Incident resolution within SLA, with a strong first-time fix rate
- User satisfaction score based on service desk feedback
- Accuracy and timeliness of onboarding/offboarding and access changes
Experience:
Essential
- Proven experience in an IT support or service desk role
- Strong knowledge of Windows operating systems and Microsoft 365
- Experience supporting end-user hardware and software in a business environment
- Excellent problem-solving and communication skills
- Ability to manage multiple requests and prioritise effectively
Desirable
- Experience with Active Directory / Entra ID user administration
- Familiarity with IT service management tools (e.g. ticketing systems)
- Exposure to device management tools (e.g. Intune or similar)
- Experience supporting users during IT change or migration activities
The Person
The successful candidate will be able to demonstrate the following attributes:
- Customer-focused with a helpful, professional approach
- Organised and detail-oriented
- Comfortable working independently as well as part of a small IT team
- Willing to learn and adapt as systems and business needs evolve
Skills and Knowledge:
- Relevant IT certifications (e.g. CompTIA A+, Network+, Microsoft 365 or Azure Fundamentals, ITIL Foundation)
- Formal IT qualification such as an HNC/HND or degree in IT, Computing, or a related discipline
- Vendor or platform training in areas such as endpoint management, Microsoft 365 administration, or IT service management tools
This is a Full-Time position where you will be required to work 37.5 hours per week, Monday – Friday.
Company Benefits:
In return for your hard work and commitment we will offer:
Core Benefits*
- Competitive salary
- Company Pension Scheme
- 30 days holiday including Bank Holidays, rising 1 day per year (up to 33)
- Enhanced Pension
- Enhanced Maternity & Paternity
- Learning & Development Funding
- Life Insurance
Additional Benefits*
- Health & Wellbeing Hub (including EAP)
- Long Service Awards
- Staff Travel Discounts
- Company social events
- Employee Discounts Platform
- Eye Care eVouchers
- Friendly working atmosphere
- On-site parking
- Casual dress code
*Benefits may be subject change.
Destination2 Ltd, HolidayGems Ltd, Citalia, Sovereign and American Holidays are part of the Travcorp Holdings Ltd group and are the most innovative and progressive Online Tour Operators in the UK selling holidays nationwide to a variety of long and short haul destinations.
Apply by sending a CV and covering letter to [email protected]
Benefits:
- Canteen
- Casual dress
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Application question(s):
- Are you able to reliably commute to Chester for a full-time, Monday-Friday office based role?
Work authorisation:
- United Kingdom (required)
Work Location: In person
