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End User Support Analyst

3 months ago

Deeside, Flintshire, United Kingdom Iceland Full time

Iceland: A unique British business in the frozen food industry



Iceland is a one-of-a-kind British business that focuses on frozen food, innovation, convenience, and value. As one of the fastest-growing supermarket brands in the UK, Iceland has a rich history of innovation. From eliminating artificial colorings and flavorings to being the first to offer nationwide home shopping, Iceland continues to lead the way in the industry.

Embracing green initiatives to combat plastic and food waste, Iceland is always at the forefront of pioneering new solutions. This spirit of innovation extends to the I.T. department, where a team of professionals is reshaping the supermarket industry with cutting-edge technologies and solutions.



Join Our Team at Iceland


  • Collaborative and informal environment
  • Investment in your professional and personal growth by managers and team members
  • Passionate technical teams to work with
  • Forward-thinking leadership that empowers you to meet business needs


In this role:
  • Act as a single point of contact for the Service Desk, resolving incidents and service requests
  • Provide desktop and application support to over 1000 employees
  • Offer remote support for troubleshooting and issue resolution
  • Ensure the resolution of incidents meets agreed service levels
  • Communicate updates on incidents and service requests to users
  • Maintain accurate records of support requests and troubleshooting steps
  • Support users in utilizing computer equipment effectively
  • Create and maintain knowledgebase articles for issue resolution
  • Assist in software license management and hardware/software inventory
  • Provision and install laptops, desktops, phones, and software
  • Perform repairs on authorized peripheral equipment
  • Manage and secure company devices and apps


You should apply if you have:
  • Experience with Office 365 administration
  • Exceptional incident management skills
  • Excellent communication and teamwork abilities
  • Strong troubleshooting and problem-solving skills
  • Ability to prioritize tasks and work independently
  • Analytical mindset with attention to detail
  • Passion, commitment, and energy to inspire others
  • Knowledge of IT hardware/software maintenance procedures
  • Working knowledge of Windows 11, Active Directory, Azure Active Directory, and more
  • Basic networking knowledge and troubleshooting skills