Information Technology Support Analyst

Magellan; Beeston; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Magellan is seeking an End User Support Analyst to join our Beeston team. You will provide high-quality technical support across the UK & Ireland, acting as a key point of contact for internal IT support and resolving incidents via multiple channels.

The role features hybrid working (3 days office-based in Beeston) with travel to other UK & Ireland sites as required. You will deploy and maintain hardware, configure systems, assist with onboarding, and contribute to knowledge base and training

Qualifications

• Proven experience in End User Support, Service Desk or Desktop Support.
• Strong knowledge of Windows OS, Microsoft 365, Azure/Intune and standard desktop tech.
• Experience with enterprise hardware and peripherals and ITSM tools.
• Excellent troubleshooting and analytical skills for rapid resolution.
• Able to prioritise tasks and thrive in a fast-paced environment.

Responsibilities

• Provide first and second-line technical support for hardware, software and devices.
• Diagnose, troubleshoot and resolve issues via phone, email, chat and ServiceNow.
• Own incidents from logging to resolution and maintain user updates.
• Install and maintain desktop/laptop hardware, OS, apps and peripherals.
• Assist with onboarding/offboarding including device provisioning and access.
• Coordinate repair and warranty management with external vendors.
• Maintain accurate incident records and asset information in ServiceNow.
• Manage IT hardware inventory and asset tracking.
• Develop knowledge base articles and user guidance for self-service.
• Create end-user training materials and deliver guidance on technology adoption.
• Collaborate with infrastructure, apps, development and testing teams
• Identify recurring issues and suggest process improvements
• Stay current with ITSM standards and emerging technologies.
• Ensure compliance with Global IT policies and SLAs.

Skills

End User Support

Service Desk

Windows OS

Microsoft 365

Azure / Intune

ITSM

ServiceNow

Troubleshooting

Prioritisation

Continuous Improvement

Tools

ServiceNow

Job description

End User Support Analyst – Job Description – Beeston

Role Overview

The End User Support Analyst is responsible for delivering high-quality technical support and ensuring an excellent end-user experience across the UK & Ireland business. Acting as a key point of contact for internal IT support, the role provides expert troubleshooting, manages hardware and software deployments, and contributes to the continual improvement of internal IT services and support processes.

Location: Beeston

(3 days per week office-based, with hybrid working)

Travel: Willingness

to travel to other UK & Ireland sites as required.

Key Responsibilities

• Provide first and second-line technical support for hardware, software, mobile devices, peripherals, and business applications, ensuring timely resolution of incidents and service requests.
• Diagnose, troubleshoot, and resolve complex technical issues through multiple support channels, including telephone, email, chat, and the ServiceNow ticketing platform.
• Take ownership of incidents from initial logging through to resolution, ensuring users are kept informed and service levels are consistently achieved.
• Install, configure, and maintain desktop and laptop hardware, operating systems, standard applications, and peripheral devices.
• Support user onboarding and offboarding activities, including device provisioning, account setup, and access management.
• Coordinate the repair, replacement, and warranty management of IT equipment with external vendors and manufacturers.
• Maintain accurate records of incidents, service requests, asset information, and technical documentation within ServiceNow.
• Manage IT hardware inventory, ensuring stock levels are maintained, assets are tracked, and equipment is deployed efficiently.
• Develop, maintain, and enhance knowledge base articles, technical documentation, and user guidance to improve service quality and promote self-service.
• Create and update end-user training materials and deliver guidance to improve user knowledge and adoption of technology.
• Work collaboratively with infrastructure, applications, development, and testing teams to resolve cross-functional technical issues and improve the overall IT service.
• Identify recurring issues, recommend process improvements, and contribute to continual service improvement initiatives.
• Stay current with emerging technologies, industry best practices, and IT service management standards, making recommendations for improvements to hardware, software, and support processes.
• Ensure compliance with Global IT policies, security standards, and operational procedures.
• Consistently meet or exceed Global IT Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction targets.
• Travel to other business locations across the UK & Ireland when required to provide on-site support, assist with projects, or support business initiatives.

Skills & Experience

Technical Skills

• Proven experience in an End User Support, Service Desk, or Desktop Support role.
• Strong knowledge of Windows operating systems, Microsoft 365, Azure / Intune, and standard desktop technologies.
• Experience supporting enterprise hardware, mobile devices, printers, and peripheral equipment.
• Experience using IT Service Management (ITSM) platforms such as ServiceNow.
• Excellent troubleshooting and analytical skills with the ability to resolve technical issues efficiently.
• Ability to prioritise workloads, manage multiple tasks, and work effectively in a fast-paced environment.
• A proactive approach with a focus on continuous improvement and delivering an exceptional end-user experience.

Soft Skills (Interpersonal Skills)

• Communication: Express thoughts clearly, confidently, and professionally, using effective verbal, written, and non-verbal communication.
• Active Listening: Give full attention to colleagues and customers, seeking to understand requirements without interrupting and asking appropriate questions.
• Empathy: Demonstrate understanding, patience, and consideration for the needs and concerns of end users, delivering a positive support experience.
• Conflict Resolution: Remain calm and professional when handling challenging situations, working collaboratively to resolve issues and maintain positive relationships.
• Teamwork: Work effectively with colleagues across IT and the wider business, sharing knowledge and contributing to shared goals and successful outcomes.
• Strong customer service and stakeholder management skills with the ability to build positive working relationships across all levels of the organisation.