IT Support Analyst

IT Support Analyst

Full time/ Competitive salary/ Cheltenham office based

(Direct applicants only – no recruitment agencies please)

We are looking someone who is customer-focused, technically skilled, and eager to learn within a fast-paced environment. As
IT Support Analyst
you will provide 1
st
and 2
nd
line technical support to end-users across the company (including remote colleagues).

You will lead on troubleshooting hardware, software, and network issues, maintaining IT systems, and ensuring all users receive timely and effective assistance. You'll work closely with the Head of IT to make sure we are getting the most out of our internal and telephony systems.

This is a varied, hands-on role that's perfect for someone who enjoys variety, is highly organised and can work effectively under pressure/ juggling conflicting priorities.

A strong communicator who combines technical excellence with interpersonal skills, along with a can-do attitude, specific accountabilities include:

• Act as the first point of contact for IT-related issues via phone, email, or helpdesk system to users throughout the company
• Undertake Desktop and Server Administration tasks
• Support user accounts, permissions, and access control through Active Directory / Microsoft 365
• Perform routine maintenance and updates on systems, ensuring compliance with company IT policies
• Provide support to the Head of IT
• Provide overall support for software/hardware used by all employees of the company including remote workers
• Take responsibility for managing the asset inventory
• Support onboarding and offboarding of employees (account setup, equipment preparation)
• Assist with maintaining backups, antivirus systems, and system monitoring
• Work closely and maintain good relations with a variety of IT partners
• Monitor system performance and recommend improvements to meet business needs
• Provide support for printers in conjunction with third party supplier
• Understand and support the telecoms systems used within the company
• Support the in-house Intranet system and related processes
• Understand and provide user support for the company CRM and booking system.

About You:

We're looking for a collaborative team player who is self-motivated and capable of working independently within defined guidelines;  you will have an eager willingness to learn and develop (yourself and others). Strong initiative with a results focussed approach.

Technical requirements include:

Essential:

• Minimum 2 years' experience in an IT Support/Systems Administrator or Service Desk role
• Strong knowledge of Microsoft Windows Server and Desktop operating systems
• Skilled in using Microsoft 365 Admin Centres, Active Directory and Group Policy
• Basic networking concepts (DNS, DHCP, TCP/IP)
• Strong working knowledge of common desktop applications including Microsoft Office, Teams, Internet browsers, Adobe Suite, etc
• Advanced Microsoft Excel skills
• Experience with Windows Server administration, user management, and system monitoring
• Familiarity with virtual infrastructure and backup tools (e.g. VMWare/Veeam)
• Hands-on experience with hardware/software installation and troubleshooting
• Experience with SharePoint and Cloud storage
• Awareness of software licensing regulations and compliance requirements
• Basic understanding of networking and physical IT infrastructure

Desirable (Exposure/Knowledge of):

• Avaya or other enterprise telephony systems
• Cloud-based phone systems
• SQL and relational databases
• PowerShell scripting knowledge
• DHCP and broader Active Directory administration
• Azure / Defender / Other 365 products
• Web technologies: HTML, CSS, PHP, JavaScript

If you're ready for a challenge and want to play a key role in driving real change, we'd love to hear from you.

Please send your CV and letter of application to: Helen Moylan/ Chief Customer & People Officer