IT Support Analyst

Eakin Healthcare Group; Coleraine; On-site; GBP 25,000 - 35,000; Full time

Job summary

Eakin Healthcare Group is seeking an IT Support Analyst to join their IT Service Desk team in Northern Ireland. The role involves providing desktop and remote support to over 600 users, managing Service Desk tickets, and contributing to IT projects. Ideal candidates will possess strong technical knowledge, excellent communication skills, and a track record in IT service delivery.

Qualifications

• Strong technical knowledge of Windows Server 2012/2016/2019.
• Experience with Office 365 and Sage X3.
• Proven experience in IT project delivery.

Responsibilities

• Provide 1st/2nd line support to users across multiple sites.
• Monitor and resolve Service Desk tickets efficiently.
• Administer and deploy Windows Servers in various environments.

Skills

End-user support

Windows Server

Application support

Active Directory

Network troubleshooting

Communication skills

ITIL Foundation

ERP support

Education

IT discipline qualification

Microsoft Certification (MCP)

Job description

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At Eakin Healthcare we put our patient at the heart of everything we do.

Fifty years ago, it all started with one man’s mission: pharmacist, Tom George Eakin. He saw his patients struggling with leaking urostomy pouches and decided enough was enough. He got to work and formulated what would become the game-changing, eakin Cohesive seal.

Fast forward to today, and we’re still keeping it in the family. We’ve grown a lot since then, both organically and through acquisitions. We now have a team of over 700 colleagues across three manufacturing sites and 12 sales and distribution centres. We’re making a difference in three therapeutic areas:

• Ostomy
• Respiratory
• Surgical

We’re proud to export our innovative products to over 60 countries through a network of 40 distributors plus our own offices in Japan, The Netherlands, France, Germany, Belgium and Luxemburg.

We’re good at what we do – come and join us!

ABOUT THE ROLE

The IT Support Analyst’s role is to work as part of the IT Service Desk team spread across multiple sites, dedicated to delivering an outstanding IT service to the group, ensuring the streamlined operation of the IT Services.

Providing desktop, remote and infrastructure support via the ServiceDesk ticketing system, to 600+ users working for a group of companies. The majority of users work across a number of sites across the UK, there are also sites in Japan and the Netherlands, while a number of users are mobile and work from home.

Ensure that incidents reported to the service desk are categorised and then resolved as efficiently as possible. Support is provided primarily through remote desktop tools or physical attendance, should the need arise.

Responsible for the roll-out of assigned IT related projects within the group, this person will have a proven track record in IT Support and service delivery.

KEY ACTIVITIES

• Monitor Service Desk tickets and provide 1st / 2nd line onsite and remote support.
• Administer Windows Servers 2012 / 2016 / 2019 in physical, Azure, and VMWare environments.
• Work alongside the infrastructure engineers to plan and deploy new Cloud solutions inline with the current IT strategy
• Onsite and remote support for PC’s, notebooks, smartphones, tablets, printers and other devices.
• Support a myriad of software applications including Office 365, Sage X3 etc.
• Patch Management.
• Mentor / cross train team members on existing and new technologies.
• Provide training to other departments about how best to use the systems available within the business.
• Periodic site visits to provide onsite support at group sites across the UK.
• Provide after-hours support for IT related emergencies as well as occasional weekend maintenance.
• Ensure department policies and processes are followed.
• Develop and implement projects to deliver new technology solutions.
• Maintain inventory and asset configuration documentation.
• Carry out special tasks at Management's direction.

Other

• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible
• To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy
• To adhere to the company’s Quality policy and Environmental policy
• To undertake other duties as may be reasonably required

KEY SKILLS

• Previous hands-on experience working in an end-user support role or computer operations environment required.
• Strong technical knowledge of network and PC operating systems, including Windows Server 2012 / 2016 / 2019 in physical, Azure, and VMWare environments.
• Strong technical knowledge of Microsoft Windows 10/11.
• Knowledge of automated deployment technologies such as MDT
• Extensive application support experience of Office 365.
• Managing deployments / rollouts of PC’s, phones and servers.
• Active Directory Group Policy and user and group administration.
• Excellent understanding of PC hardware set-up and configuration
• A solid understanding of LAN/WAN networking.
• Ability to troubleshoot network issues.
• Excellent telephone manner and language communication skills
• Ability to communicate effectively, both written and orally.
• Ability to work accurately with detailed information and with attention to detail.
• Ability to use own initiative.
• ITIL Foundation
• Qualified in an IT discipline which must include specific studies in relation to IT.
• Microsoft Certification (MCP) or equivalent certification.
• Experience supporting an ERP system such as Sage X3.
• SharePoint administration and site development.
• SQL Server administration.
• Proven history of IT project delivery.

KEY WORKING RELATIONSHIPS

Internal

• Head of Infrastructure and Service (Cardiff) and IT Manager (Comber) to ensure high quality service delivery.
• All employees within the business to ensure they have no IT related issues in carrying out their jobs.

External

• IT Suppliers and support companies.

ADDITIONAL INFORMATION

• Willingness to travel to other Group sites for onsite support.
• This role will report into the IT Manager at the Comber site.

COMPETENCIES

Customer Focus
Building strong customer relationships and delivering customer-centric solutions.

Tech Savvy

Anticipating and adopting innovations in business-building digital and technology applications.

Action Oriented

Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Building partnerships and working collaboratively with others to meet shared objectives.

Interpersonal Savvy

Relating openly and comfortably with diverse groups of people.

Self-Development

Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Manages Ambiguity

Operating effectively, even when things are not certain, or the way forward is not clear.

Rebounding from setbacks and adversity when facing difficult situations.