IT Support Analyst

Lactalis Ltd.; Redhill; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading dairy company based in Redhill is seeking an IT Support Analyst to deliver high-quality 1st and 2nd line support to business users. The role includes troubleshooting IT issues, managing the IT Service Desk, and conducting user trainings. Ideal candidates should have strong troubleshooting skills, familiarity with Windows and Microsoft 365, and an ITIL certification. This position offers hybrid working, requiring two days in the office and focuses on enhancing user adoption of IT tools.

Qualifications

• Experience delivering 1st and 2nd line IT support in a business environment.
• Proven ability to guide and train users on IT tools effectively.
• Basic understanding of networking concepts in a corporate environment.

Responsibilities

• Provide 1st and 2nd line IT support for business applications.
• Manage the IT Service Desk, logging and resolving tickets.
• Conduct new starter IT inductions and end-user training.
• Identify and contribute to service improvement activities.

Skills

Troubleshooting skills

Strong communication skills

Customer-focused approach

Analytical approach

Attention to detail

Ability to guide, train, and coach users

Education

ITIL v4 certification

Tools

Windows operating systems

Microsoft 365

BMC Helix ITSM

N-ABLE or endpoint management solutions

Basic SharePoint Online administration

Job description

Location: Redhill, Surrey. Hybrid working, 2 days working from home per week

Summary: To provide high-quality 1st and 2nd line IT support to business users, ensuring a consistent, responsive, and professional support experience. The role plays a key part in user enablement, including new starter onboarding, end‑user training, and guided adoption of existing and future。同时, the IT Support Analyst helps improve confidence in IT systems, reduce repeat issues, and maximise the value of technology across the business.

Reporting Line: IT Service Delivery Manager

Direct Reports: NA

Main tasks and responsibilities:

• Provide 1st and 2nd line IT support for business applications, systems, and end‑user devices
• Own the IT Service Desk, ensuring tickets are logged, prioritised, progressed, and resolved in line with SLAs
• Troubleshoot and resolve software and hardware issues, escalating to L3 where appropriate
• Deliver deskside support and manage end‑user hardware builds, replacements, and lifecycle activities
• Conduct new starter IT inductions and provide end‑user training, including guided adoption of existing and new IT tools
• Create and maintain technical and end‑user knowledge base documentation
• Identify recurring issues and contribute to service improvement and prevention activities
• Support IT projects and work with external suppliers when required स्मार्ट>\773001
• Occasional weekend work and bank holiday work which is covered across the team on a rota basis
• Experience delivering 1st and 2nd line IT support in a business environment
• Strong troubleshooting skills with a structured, analytical approach
• Good working knowledge of Windows operating systems and Microsoft 365
• Basic understanding of networking concepts in a corporate environment
• Proven ability to guide, train, and coach users on the effective use of IT tools, both during onboarding and day‑to‑day support
• Ability to create clear, user‑friendly documentation (quick reference guides, how‑tos, etc.)
• Experience supporting end‑user devices, including laptops, peripherals, and mobile technology
• Ability to provide both reactive support and proactive user guidance, including onboarding and training
• Strong communication skills, with the ability to support users at varying levels of technical confidence
• Comfortable working in a visible, user‑facing role
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• Experience identifying recurring issues and contributing to service improvement
• Good attention to detail and a customer‑focused approach to service delivery
• N-ABLE or other endpoint / device management solutions
• Basic SharePoint Online administration
• BMC Helix ITSM Service Desk or other ITSM Helpdesk solutions
• Basic understanding of security good practice for end users (MFA, phishing awareness)
• Proactive mindset with an interest in preventing repeat problems
• ITIL v4 certification or proven understanding of IT service management principles (incident vs request, SLAs, prioritisation)
• Experience prioritising work across rotating support responsibilities while maintaining service levels

The job description is intended to include the broad range of responsibilities and requirements of the post. It is neither exhaustive nor exclusive but while some variations will be expected, these will be at an appropriate level for the role.

Please be advised that we can only accept applications from candidates who have the right to work in the UK