End User Support Technician

Thales; Doncaster; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global technology company in Doncaster is looking for an End User Support Analyst to manage IT incidents and service requests while delivering outstanding user support. Candidates should have service desk experience, strong problem-solving skills, and familiarity with tools like Active Directory and Exchange. This role offers an opportunity to work in a collaborative environment with a commitment to career growth and training.

Benefits

Market-leading training and development

Opportunities for internal career growth

Collaborative work environment

Qualifications

• Experience handling a diverse range of IT issues in a service desk environment.
• Ability to communicate confidently with colleagues and suppliers.
• Methodical problem-solving skills to troubleshoot IT and Service Management challenges.

Responsibilities

• Manage and resolve incidents, ensuring customer satisfaction and SLA alignment.
• Use the ServiceNow tool for incident management and logging.
• Provide first-time fixes for incidents and escalate when necessary.

Skills

Service Desk experience

Communication skills

Problem-solving skills

Familiarity with Microsoft applications

Education

ITIL v3 Foundation (desirable)

Tools

Active Directory

Exchange

VMWare

Microsoft Office

Job description

End User Support Analyst

Location: Doncaster, onsite working with 5 days in the office

Ready to leverage your service desk experience and IT skills in a fast-paced, collaborative environment?

What the role has to offer

• Take ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets, while developing strong problem-solving skills in a dynamic environment
• Gain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMWare, and Microsoft Office deployments, enhancing your technical expertise and career growth opportunities

Our Opportunity

Join our UK Service Desk Team and play a key role in delivering exceptional IT support to business users across the UK. In this role, you’ll manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep our operations running smoothly. If you\'re passionate about problem-solving and providing outstanding user support, apply now to become an essential part of our dedicated IT support team!

The Service Desk covers Monday to Friday 07:30 to 18:00. The role would involve working as part of a large SC Cleared team taking telephone calls and chats from users from all areas of the business as well as monitoring the on-line portal, deploying software and managing Service Request implementations.

Building a Future, we can all trust.

For our businesses to thrive, employees need to have a state-of-the-art experience while working in the office, at home, or abroad. Information Systems & Technology’s activities in infrastructure, systems, applications, support, security, and business intelligence enable optimised productivity for Thales staff around the world.

What We Can Offer

We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.

Key Responsibilities and Tasks

• End to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs
• Responsible for answering all calls and chats to the Service Desk within the SLA response times
• Raising Service Requests from users either via the phone or online portal
• Accurately recording all incident details and resolution activity into the Service Desk tool
• Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable
• Providing a high level of first-time fix for all incidents
• Escalating incidents to the next level of management or technical support where SLA timescales are reached
• Ensuring regular communications updates are provided to the customer until incidents are resolved
• User account creation in Active Directory and NT
• Email account management in Exchange
• Full lifecycle administration of Windows Shares and Active Directory
• Deployment of Virtual Machines within VMWare
• Configuration and deployment of Microsoft Office suites and other software
• Adherence to Thales procedures, working practices and department specific processes
• Other ad-hoc duties as required to support the Service Management operation

About You

At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don\'t match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world’s most critical challenges.

We’re looking for someone with service desk experience, handling a diverse range of issues, applications, and assets. Familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is a big plus! You’ll thrive by communicating confidently and thoughtfully with a wide variety of colleagues and suppliers. ITIL v3 Foundation is desirable.

If you come from a customer service and IT background and enjoy collaborating within a large, dynamic team, this role is perfect for you. You’ll need to be adaptable to shifting priorities, delivering outstanding customer service every step of the way. Bring your methodical problem-solving skills to troubleshoot both IT and Service Management challenges with confidence and precision!

Ready to take your IT support career to the next level? Apply today and join our dynamic Service Desk team!

Security Clearance Statement

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.

For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency - United Kingdom Security Vetting - GOV.UK (www.gov.uk)