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.
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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
