IT Support Analyst

TN United Kingdom; Hounslow; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in luxury airline catering is seeking an IT Support Analyst to join their dynamic team. In this role, you will provide essential 1st and 2nd line support, ensuring timely resolution of user issues while maintaining strong communication. You will have the opportunity to work in a fast-paced environment where each day brings new challenges. The company values its employees and offers a supportive work culture with various benefits, including in-house training and career development opportunities. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

On-site role

Referral scheme benefits

Free on-site meals

In-house training opportunities

Career development opportunities

Qualifications

• Experience in a 1st/2nd line technical support role.
• Strong communication skills in English; German/Spanish is a plus.
• Knowledge of ICT hardware and Microsoft Windows.

Responsibilities

• Provide remote and face-to-face 1st/2nd line support.
• Communicate regularly with users about the progress of issues.
• Update the ticketing system with all notes and progress.

Skills

1st/2nd Line Technical Support

Problem Diagnosis

Customer Service

Time Management

Microsoft Office/O365

Communication Skills

Tools

Microsoft Windows

Apple OS

Active Directory

ICT Hardware

Networking (DNS/DHCP)

Job description

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Our production unit takes pride in offering top-tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one-of-a-kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first-class service, and an exquisite range of menu options that are sure to impress.

Job Description

The IT Support Analyst role is responsible for providing 1st and 2nd line support in person and remotely to our users. You will fix what you can and escalate more complex issues to the relevant resolve teams within Global IT following our internal escalation processes and procedures. Manage user issues in a timely manner, update tickets accordingly, and communicate with users to keep them informed about the status of their issues. Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as an IT Support Analyst with the ability to build key internal and external relationships.

• Provide remote and face-to-face 1st/2nd Line Support.
• Take ownership of users’ issues and identify appropriate solutions to resolve incidents and service requests promptly.
• Communicate regularly with users about the progress of investigations and planned solutions.
• After identifying the issue, take necessary steps to resolve or escalate to 2nd line support and resolve teams as needed.
• Update the ticketing system, ensuring calls are logged with all notes, progress, and actions input promptly and accurately.
• Create standard documentation on problem resolution, fixes, and update the technical knowledge base.
• Maintain a strong customer focus at all times.

Qualifications

• Experience in a 1st/2nd line technical support role.
• Ability to diagnose problems and solve them within a technical environment.
• Strong communication skills in English; proficiency in German and/or Spanish is beneficial.
• Customer-focused approach and a team player.
• Good time management and prioritization skills.
• Strong work ethic, self-motivated, and able to work in a dynamic environment.
• Knowledge of ICT hardware including desktops, laptops, tablets, printers, and peripherals.
• Ability to support smartphones, iPads, and iPhones.
• Experience with Microsoft Windows Desktop Operating Systems; experience with Apple OS is beneficial.
• Proficiency in Microsoft Office/O365.
• Understanding of structured cabling, Wi-Fi connectivity, firewalls, routers, switches, and Wireless Access Points.
• Knowledge of DNS and DHCP.
• Experience with Microsoft Active Directory, user account, and security group management.

Additional Information

We believe our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a team member, you will have access to various benefits, including:

• On-site role
• Referral scheme benefits
• Free on-site meals
• In-house training opportunities
• Genuine career development opportunities, both nationally and internationally
• Opportunity to work with an innovative leader in the luxury global gourmet entertainment market