IT Support Specialist

2 months ago

Bedford, Bedford, United Kingdom Wells & Co Full time
About the Role

We are seeking an IT Help Desk Analyst to join our team at Wells & Co, a dynamic brewery and pub company with a rich history and exciting growth plans. As a key member of our IT department, you will provide first-line technical support to our head office and managed house employees and systems across the UK and abroad.

Key Responsibilities
  • Provide first-line technical support to local and remote users and systems, ensuring timely resolution of incidents and requests.
  • 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 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.
  • Collaborate with other 3rd-party support teams.
  • Perform other ad-hoc duties as required.
Requirements
  • An optimistic IT professional early in their career, looking to continue their experience with an evolving local business.
  • Flexible working hours, with a rota basis between Monday and Sunday, 8am-8pm.
  • 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 experience for laptops, desktops, mobile devices, and associated applications.
  • Retail/Hospitality (FMCG) experience is 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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