Senior IT Support Analyst

JR United Kingdom; London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading company in the food service industry is seeking a Senior IT Support Analyst for their London office. The role involves delivering high-quality IT support, managing projects, and enhancing service processes. Candidates should have strong analytical and communication skills, along with experience in IT support and knowledge of various technologies.

Benefits

Flexible hybrid working

Career growth opportunities

Support services for wellbeing

Annual discretionary bonus

Discretionary Life Assurance

Group Personal Pension

Private Medical Cash Plan

Access to retail and gym discounts

Qualifications

• Excellent 2nd line IT support experience, with some basic 3rd line experience preferred.
• Strong communication and customer service skills.
• Valid driving license.

Responsibilities

• Troubleshooting, installation, application support, testing, maintenance, and documentation.
• Manage or contribute to projects, demonstrating project management experience.
• Follow proper change management procedures.

Skills

Analytical skills

Communication skills

Interpersonal skills

Project management experience

Knowledge of ITIL framework

Tools

Office365

Azure

Windows 10 & 11

Active Directory

Cisco Meraki

Job description

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Senior IT Support Analyst

Location: Head Office - Wonderfield Group

Contract: Full Time
Salary: 45-55K
Contracted Hours: 40

The Wonderfield Group has recently been acquired by Zensho Holdings, a leading food service company in Japan with a market cap of $5.5b. Zensho aims to become the world's largest food company, with a mission to eradicate hunger and poverty globally. The company operates restaurants, factories, sushi kiosks, and has recently launched Snowfruit, a cut fruit business. With other brands like AFC, Sushi Circle, and Sushi Take, Zensho's annual sales reach $2.5b with an EBITDA exceeding $140m, and an ambitious growth plan.

Role Overview:

The Senior IT Support Analyst is responsible for service management, delivering high-quality, effective, and professional services to business units within its scope. Key duties include troubleshooting, installation, application support, testing, maintenance, and documentation. The role combines BAU support and project work.

Key Responsibilities:

• Apply knowledge of the ITIL framework, including Incident and Change Management; relevant qualifications are preferred.
• Demonstrate excellent analytical, written, and verbal communication skills.
• Exhibit strong interpersonal skills and ability to work effectively in a team.
• Work well under pressure, managing multiple deadlines with practical thinking.
• Maintain effective telephone and reporting skills, especially when liaising with third-party support for problem resolution.
• Follow proper change management procedures to ensure successful implementations.
• Liaise with relevant parties to resolve problems efficiently.
• Manage or contribute to projects, demonstrating project management experience.
• Possess knowledge of Office365 suite, VPN, connectivity tools, Windows Desktop OS, Endpoint protection, Printing technologies, Epos Systems, Cisco Meraki, and cloud technologies.
• Have in-depth knowledge of Azure administration and deployment.
• Maintain good HP hardware knowledge.

Additional Duties:

• Deliver, optimize, and improve system processes and data daily.
• Enhance IT service processes and procedures.
• Support new site deployments.

Candidate Requirements:

• Excellent 2nd line IT support experience, with some basic 3rd line experience preferred.
• Knowledge of Office365, Active Directory, Azure, Windows 10 & 11, SharePoint, Teams, Intune, etc.
• Strong communication and customer service skills.
• Valid driving license.

What We Offer:

• Flexible hybrid working: onsite Monday-Thursday, Fridays from home.
• Career growth opportunities, including an apprenticeship program.
• Support services for physical, mental, and financial wellbeing.
• Annual discretionary bonus based on performance.
• Discretionary Life Assurance and Income Protection.
• Group Personal Pension.
• Private Medical Cash Plan.
• Access to retail, cinema, and gym discounts via our reward platform.
• Additional benefits to be detailed.