IT Service Support Specialist

2 days ago

Faversham, Kent, United Kingdom Shepherd Neame Full time
IT Service Support Analyst Opportunity

We are seeking a skilled IT Service Support Analyst to join our team at Shepherd Neame, Britain's oldest brewer. As a key member of our IT department, you will play a vital role in delivering exceptional IT support to our staff and stakeholders.

Key Responsibilities:
  • Provide first-line and second-line support to our team members and stakeholders within service level agreements.
  • Assist the infrastructure team with third-line support tasks as needed.
  • Manage Service Desk enquiries, deploying approved tools and services per our internal processes.
  • Guide team members to utilize the IT Service Desk as the point of contact for all IT issues.
  • Set up new users and manage login profiles, roles, permissions, and data resources.
  • Monitor user devices, services, and network connectivity, collaborating with IT teams and third parties.
  • Physical setup of workstations and devices with installation and testing of platforms and tools.
  • Maintain, repair, redeploy, and dispose of retired equipment.
  • Contribute to standard operating procedures and assist in training team members and customers.
  • Keep support documentation up to date.
  • Perform administrative tasks, maintain relevant schedules, and raise POs for approval.
  • Make suggestions for improving support and processes.
Requirements:
  • Demonstrable experience in an IT Service Desk role or similar role.
  • Operational knowledge of PCs, servers, printers, and basic networking.
  • Technical proficiency at the 2nd/3rd line level with Windows 10 and 11.
  • Working knowledge of Microsoft 365 and MS Teams (Excel, Word, Outlook). Knowledge of PowerApps and Forms is advantageous.
  • Experience using MS365 Admin and MS365 Exchange. Knowledge of MS SharePoint is desirable.
  • Understanding of SAP or ERP & BI tools is beneficial.
  • Knowledge of ITIL is advantageous, with relevant MCP/MCSE certification.
  • Strong ticket management skills, attention to detail, accuracy, and adherence to process.
  • Excellent communication skills, both client-facing and customer-facing.
  • Inquisitive and curious mindset, thrive working in a fast-paced, agile environment and resolve unplanned incidents quickly.
  • Adaptable to changes in technology and approach to effectively manage competing demands.
  • Excellent technical and problem-solving skills.
  • Willingness to challenge the status quo and be a critical friend to key stakeholders.
About Us:

Shepherd Neame is an authentic, independent business that has been based in Faversham, Kent for over 300 years. We boast an award-winning visitor centre and more than 300 pubs and hotels throughout London and the South East. We employ around 1,500 team members across our pub estate and more than 270 at our Brewery and Support Office.

Diversity, equality, and inclusion matter to Shepherd Neame. We strive to provide an inclusive and supportive working environment where all employees feel respected and supported in fulfilling their potential.

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