IT Service Support Analyst

3 months ago

Faversham, United Kingdom Shepherd Neame Full time

Are you someone who thrives on solving problems and delivering top-notch support? Do you enjoy helping others navigate through technological changes with ease and confidence?

We are offering an exciting opportunity for a driven IT professional to join our team and make a real impact on the future of technology across our business and pub estate.

As our IT Service Support Analyst, you will be at the heart of keeping our technology running smoothly. From setting up workstations to troubleshooting and resolving technical challenges, you’ll play a key role in delivering exceptional IT support. Working closely with a small, dynamic team of three, you’ll ensure that all office devices are installed, configured, and maintained efficiently, helping us stay on top of our tech game.

If you’re passionate about delivering best-in-class service and want to be hands-on in transforming how we work, this could be the perfect role for you


What's in it for you?

  • Competitive salary
  • Company laptop and mobile phone (and any other specialist equipment) to assist with the proper performance of your duties
  • 25% discount on food at Shepherd Neame Managed Houses
  • 25% discount on overnight Managed House Hotel bookings
  • Up to 40% discount on select purchases from the Visitor Centre Shop at Faversham
  • Sheps Hut discounts and special offers hub on 100s of high street shops and services to help your monthly pay go even further
  • Financial wellbeing app and early wage withdrawal scheme
  • Generous Company Pension plan
  • Share Incentive Plan
  • Access to a Mental Wellbeing Platform
  • 25 days holiday (+ bank holidays)
  • Working Hours: Full-time, 37.5 hours per week. 08:30 - 17:00, Monday to Friday with 1 hour lunch (unpaid).

Duties & Responsibilities:

  • Provide best-in-class first-line (Service Desk) and second-line to all team members and stakeholders within service level agreements
  • Assist the infrastructure team with third-line support tasks as and when needed.
  • Handle Service Desk enquiries intelligently, managing tickets, and deploying approved tools and services per our internal processes, ensuring reliability
  • Guide team members to utilise 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 set-up of workstations and devices with installation and testing of platforms and tools
  • Maintain, repair, redeploy, and appropriately 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 & raise POs for approval
  • Make suggestions for improving support and processes
  • Assist in other areas as necessary

The ideal candidate:

  • 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.


Shepherd Neame may be Britain’s oldest brewer but our approach is anything but old-fashioned. We are an authentic, independent business, yet flexible and agile, and that has enabled us to survive and thrive based on the following Sheps Skills:

  • Working Together
  • Pride and Passion
  • Authenticity
  • Sheps Spirit

Who are we?
Britain’s oldest brewer, Shepherd Neame, has been based in the market town of Faversham, Kent for over 300 years. An independent family business, we boast an award-winning visitor centre and more than 300 pubs and hotels throughout London and the South East, from the historic heart of the City to the Kent coastline. 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. If you think you would be suited this role we would welcome your application regardless of age, disability status, ethnicity, gender, religion or sexual orientation. We strive to provide an inclusive and supportive working environment where all employees feel respected and supported in fulfilling their potential.

  • IT Service Support Analyst

    3 months ago

    Faversham, United Kingdom Shepherd Neame Full time

    IT Service Support Analyst - FavershamAre you someone who thrives on solving problems and delivering top-notch support? Do you enjoy helping others navigate through technological changes with ease and confidence?We are offering an exciting opportunity for a driven IT professional to join our team and make a real impact on the future of technology across our...

  • IT Service Support Analyst

    1 week ago

    Faversham, Kent, Kent, United Kingdom Shepherd Neame Full time

    IT Service Support Analyst - FavershamAre you someone who thrives on solving problems and delivering top-notch support? Do you enjoy helping others navigate through technological changes with ease and confidence?We are offering an exciting opportunity for a driven IT professional to join our team and make a real impact on the future of technology across our...

  • Support Worker

    1 week ago

    Faversham, Kent, United Kingdom avante care & support Full time

    We're on a thrilling mission to empower older adults to experience life to its fullest at Avante Care & Support. As a Support Worker, you'll play a vital role in delivering exceptional home care services and making a real difference in the lives of our service users.We believe that everyone deserves to live a fulfilling life, free from helplessness,...

  • Caregiving Support Specialist

    2 weeks ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Transform Lives as a Nighttime Companion with Avante Care & SupportJoin a vibrant community dedicated to exceptional home care services and welcoming care homes. As a Nighttime Companion, you'll empower older adults to experience life to its fullest by providing companionship, promoting independence, and assisting with vital support like medication...

  • Home Support Assistant

    1 week ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Avante Care & Support is a vibrant community dedicated to transforming the lives of older individuals through our exceptional home care services and welcoming care homes. As a Home Support Assistant, you'll have the opportunity to join our team and make a real difference in the lives of our service users.We're committed to empowering older adults to...

  • Support Associate

    7 days ago

    Faversham, Kent, United Kingdom Avante Care & Support Ltd. Full time

    Unlock Your Potential as a Support Associate with Avante Care & Support Ltd.About UsWe pride ourselves on being a well-established not-for-profit organization with a passion for delivering exceptional home care services and providing a welcoming environment for our service users. Our mission is to transform lives and bring joy to others through our work.As a...

  • Care Support Specialist

    3 hours ago

    Faversham, Kent, United Kingdom avante care & support Full time

    **Job Overview**We are seeking a dedicated Care Support Specialist to join our vibrant community at Avante Care & Support.As a Care Support Specialist, you will play a vital role in transforming the lives of older individuals through exceptional home care services and welcoming care homes. Our mission is to empower adults to experience life to its fullest.No...

  • Support Worker

    6 hours ago

    Faversham, Kent, United Kingdom avante care & support Full time

    We're seeking an experienced Support Worker - Home Care to join our team at Avante Care & Support. As a Support Worker, you'll be responsible for providing high-quality care to our service users in their own homes. You'll work closely with our team to develop personalized care plans that cater to each individual's needs.Key Responsibilities- Delivering...

  • Home Support Assistant

    7 days ago

    Faversham, Kent, United Kingdom Avante Care & Support Ltd. Full time

    About UsWe're not just a well-established not-for-profit organization; we're a team passionate about making a difference in the lives of over 1,000 older individuals.We're committed to providing high-quality care and support to those who need it most. As a member of our team, you'll have the opportunity to make a real difference in people's lives.What You'll...

  • Care and Support Professional

    1 week ago

    Faversham, Kent, United Kingdom Avante Care & Support Ltd. Full time

    About Avante Care & Support Ltd.We're a dynamic organization dedicated to delivering exceptional home care services. Our team is passionate about making a difference in the lives of older individuals.We're looking for talented individuals to join our team as Personal Care Specialists. As a key member of our team, you'll play a vital role in providing...

  • Home Support Worker

    2 weeks ago

    Faversham, Kent, United Kingdom Avante Care & Support Ltd. Full time

    Unlock Your Potential as a Caregiving Professional with Avante Care & SupportAbout UsWe're a pioneering force in home care, driven by a passion for making a positive impact on the lives of older individuals.Our comprehensive training program is designed to equip you with the skills and confidence to excel in your role, providing companionship, promoting...

  • Personal Care Assistant Lead

    2 weeks ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Nighttime Companion Opportunity with Avante Care & SupportAre you ready to embark on an incredible journey that enriches lives and brings joy to others? As a Nighttime Companion with Avante Care & Support, you'll have the chance to make a real difference in the lives of our service users. With a focus on supporting older adults with their daily living tasks,...

  • Home Health Aide

    4 hours ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Join our team at Avante Care & Support as a Home Health Aide and you'll have the opportunity to make a real difference in the lives of our service users. You'll earn a competitive salary between £12.62 and £13.28 per hour (depending on your qualifications) plus benefits including mileage reimbursement, travel time compensation, flexible contracts, free DBS...

  • Nighttime Companion Provider

    2 weeks ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Caregiver Support Professional with Avante Care & SupportWe're seeking compassionate and caring individuals to join our team as Nighttime Companions. In this role, you'll work closely with service users to support them with daily living tasks, promote independence, and enhance their overall quality of life. If you're passionate about delivering exceptional...

  • Personal Care Specialist

    4 hours ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Become a Part of Avante Care & Support's FamilyWe're a unique community that combines excellent home care services with warm and welcoming care homes. Our goal is to empower older adults to live life to the fullest.About the RoleYou'll work as a Care Companion and Assistant, providing support with daily tasks, promoting independence, and offering...

  • Care Quality Officer/quality Assurance Officer

    6 months ago

    Faversham, United Kingdom Avante Care & Support Full time

    **Position - Care Quality Officer/Quality Assurance Officer - Temp 6 months** **Job Context** Avante Care & Support Avante Partnership is a major provider leading provider of high quality residential and community care for older people in Kent and South East London. We are a not for profit organisation and re-invest in our services enabling ‘Communities...

  • Companion Care Specialist

    4 hours ago

    Faversham, Kent, United Kingdom avante care & support Full time

    Are you passionate about making a difference in the lives of older adults? Do you want to be part of a team that's committed to delivering exceptional home care services?As a Companionship Care Specialist with Avante Care & Support, you'll have the opportunity to work with a diverse range of service users, each with their own unique needs and stories. You'll...

  • Railway Cleaning Professionals

    5 days ago

    Faversham, United Kingdom Premier Work Support Full time

    About Premier Work SupportPremier Work Support is a well-established company based in Faversham, providing a range of services to the rail industry. Our team of experienced professionals works tirelessly to ensure that our clients receive the highest level of service. As a Train Maintenance Specialist, you will be an integral part of our team, contributing...

  • Senior Companion Assistant

    1 week ago

    Faversham, Kent, United Kingdom avante care & support Full time

    **Empower Adults as a Senior Companion Assistant**At Avante Care & Support, we're passionate about redefining care and empowering adults to live their best lives. As a Senior Companion Assistant, you will be an integral part of our care team, providing companionship, promoting independence, and assisting with daily tasks.With comprehensive training, you'll...

  • Care Professional

    1 week ago

    Faversham, Kent, United Kingdom avante care & support Full time

    At Avante Care & Support, we're on a mission to empower older adults to experience life to its fullest. As a Care Professional, you'll play a vital role in delivering exceptional home care services and making a real difference in the lives of our service users.We believe that everyone deserves to live a fulfilling life, free from helplessness, loneliness,...