IT Support Specialist

3 days ago

Bedford, Bedford, United Kingdom Wells & Co Full time
IT Help Desk Analyst

Wells & Co is a dynamic brewery with aggressive pub growth plans, a well-established Pub Partner estate, and a rich history of 140+ years. We are seeking an IT Help Desk Analyst to provide first-line IT support for our head office and managed house employees and systems in the UK and abroad.

The Role:

The IT Help Desk Analyst will be the primary point of contact for all IT issues across the business, ensuring no two days are the same. Working closely with the wider IT Department, the successful candidate will resolve incidents and requests, providing a mixture of remote connectivity and occasional physical travel.

Key Responsibilities:
  • Provide first-line support in line with agreed SLAs to local and remote users and systems.
  • Ensure all open IT incidents are progressed by the IT team and updates are communicated with the end user.
  • Respond to proactive monitoring alerts, logging and escalating incidents as necessary.
  • Maintain dialogue with customers throughout the life of Incident/Request tickets.
  • Follow escalation procedures for tickets.
  • Collaborate with other IT team members on escalated jobs.
  • Support with user and equipment provisioning and deprovisioning.
  • User account maintenance.
  • End-user support for laptops, desktops, other office equipment, mobile devices, and associated applications.
  • End-user support for cloud technologies, including Office 365, Druva, Gamma Horizon, and Mimecast.
  • Support with EPOS systems, including tills, PDQs, and associated technologies.
  • Working with other 3rd-party support.
  • Other ad-hoc duties as required.
What We're Looking For:

We're seeking an optimistic IT professional early in their career, looking to continue their experience with an evolving local business.

  • Flexible working hours (Monday-Sunday, 8-8, on a rota basis).
  • Experience with Microsoft operating systems and technologies.
  • Strong troubleshooting and analytical thinking.
  • Comfortable working to SLAs, KPIs, and metrics.
  • ITIL knowledge is beneficial.
  • End-user support for laptops, desktops, mobile devices, and associated applications.
  • Retail/Hospitality (FMCG) experience highly desirable.
  • Exposure to other technologies, including Microsoft 365, Microsoft Azure, Windows Server, Cisco Meraki, and EPOS systems.
What We Offer:
  • Salary based on experience.
  • 33 days annual leave, including bank holidays.
  • Private medical healthcare.
  • Group personal pension plan.
  • Life assurance.
  • 30% off dining and beer.

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