1st Line IT Support Analyst

2 weeks ago

Northamptonshire, United Kingdom Bright Horizons UK Full time

Title 1st Line IT Support

Salary: £24k-£26k doe

Hours: 37.5 per week / Monday-Friday

Job Type: Permanent, Fulltime

Location: Hybrid with regular travel to our HO in Northampton (on site 2-3 days per week)


The Role:

This role will assist in the running of an efficient IT Service Desk, ensuring the support tickets are handled in a swift manor and escalated where applicable. Our Service Desk provides support for over 300 Nursery locations across the UK , as well as Support Staff and other colleagues around the world in the USA, Netherlands, India and Australia too The successful candidate will be confident and organised and able to adeptly handle a diverse and dynamic workload. You will have an excellent working knowledge of Microsoft desktop products, whilst possessing an interest in delivering new technologies. For the candidate to be successful they must have a methodical approach to providing technical support and be able to demonstrate a high level of customer service and to be confident in providing basic end-user training for all colleagues at all levels of the company.


What We Can Offer You:

Our benefits include, but are not limited to:

  • Flexible working and holiday entitlements
  • Discounted childcare
  • Quarterly Employee Appreciation Weeks
  • Annual gala award evening
  • Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more
  • Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life


Why Bright Horizons?

We’ve been voted Great Place to Work for the last 17 consecutive years, as well as being awarded the newly created Great Place for Wellbeing and Great Place for Women 2023.

Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK. Through this support, our nurseries can deliver excellence – with 98% of our 300+ portfolio being rated Good or Outstanding by Ofsted.

We’re on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing.


What You Will Be Doing:

  • First point of contact for telephone and onsite support requests for customers throughout the business.
  • Answer, respond to and if necessary, to create IT service requests via a ticketing system or phone.
  • Provide 1st contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Kaseya, TeamViewer, Knowledge Base articles).
  • Where necessary escalate calls to the appropriate Team.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles, KPI’s and SLA’s.
  • Remote support of users.
  • Experience of troubleshooting, supporting or maintaining Windows and other PC and virtual environments.
  • Travel may be necessary from time to time (travel expenses paid for).


Experience We Are Looking For:

  • Ticketing systems
  • Office 365 / 2016
  • Windows 10 / 11
  • Active Directory
  • Exchange Admin Centre


Desirable Experience/Qualities:

  • ITIL Processes
  • Service Desk - Tier 1
  • Triaging
  • Basic Knowledge of Networking
  • Hardware Troubleshooting
  • Customer Service Orientated – via all mediums.
  • Technical Curiosity.


Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for Please note, due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law, this will be highlighted as essential within the advert.

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