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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.