IT Help Desk Analyst

Wells & Co; Bedford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Wells & Co is a dynamic brewery seeking an IT Helpdesk Analyst to deliver 1st Line IT support for head office and pubs in the UK and abroad. This role offers an exciting opportunity to grow in a pivotal IT position, working closely with the IT Department to resolve a variety of IT issues while providing assistance for cloud technologies and end-user devices. With a flexible work schedule and a supportive environment, successful candidates will enjoy numerous benefits including private medical healthcare and generous annual leave.

Benefits

33 days of annual leave including bank holidays

Private medical healthcare

Life assurance

30% discount on dining and beer

Qualifications

• Experience supporting Microsoft operating systems.
• Comfortable working to SLAs, KPIs, and metrics.
• Retail/Hospitality (FMCG) experience is highly desirable.

Responsibilities

• Provide 1st line support in line with SLAs to users.
• Maintain communication with users throughout incident lifecycle.
• Assist with user and equipment provisioning and deprovisioning.

Skills

Troubleshooting

Analytical skills

Microsoft technologies

Cloud technologies

Tools

Microsoft 365

Microsoft Azure

Windows Server

Cisco Meraki

EPOS systems

Job description

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Wells & Co - A new brewery with aggressive pub growth plans, a well-established Pub Partner estate, English pubs in France, and over 140 years of history! In a nutshell, an exciting time to join us.

To support our growth plans, we are looking for an IT Helpdesk Analyst to provide 1st Line IT support for head office and managed house employees and systems in the UK and abroad.

The Role:

The IT Helpdesk Analyst will be the first point of contact for all IT issues across the business. No two days are the same. You will work closely with the wider IT Department to resolve incidents and requests. Support will involve remote connectivity and occasional physical travel.

• Provide 1st line support in line with SLAs to local and remote users and systems.
• Ensure all open IT incidents are progressed and updates communicated to end users.
• Respond to proactive monitoring alerts, logging and escalating incidents as appropriate.
• Maintain communication with users throughout the incident/request lifecycle.
• Follow escalation procedures for tickets.
• Collaborate with other IT team members on escalated issues.
• Assist with user and equipment provisioning and deprovisioning.
• Maintain user accounts.
• Support end users with laptops, desktops, office equipment, mobile devices, and applications.
• Support cloud technologies such as Office 365, Druva, Gamma Horizon, and Mimecast.
• Assist with EPOS systems, tills, PDQs, and related technologies.
• Coordinate with third-party support providers.
• Perform any other ad hoc duties as required.

What we are looking for:

An optimistic IT professional early in their career, eager to grow within an evolving business.

• Flexible with working hours (Monday-Sunday, 8 am-8 pm on a rota basis).
• Experience supporting Microsoft operating systems and technologies.
• Strong troubleshooting and analytical skills.
• Comfortable working to SLAs, KPIs, and metrics.
• ITIL knowledge is a plus.
• Experience supporting end-user devices: laptops, desktops, mobile devices, and applications.
• Retail/Hospitality (FMCG) experience is highly desirable.
• Exposure to technologies like Microsoft 365, Microsoft Azure, Windows Server, Cisco Meraki, and EPOS systems.

In return, you will receive:

• Salary based on experience
• 33 days of annual leave including bank holidays
• Private medical healthcare
• Life assurance
• 30% discount on dining and beer

If you meet these criteria, we'd love to hear from you!