IT Support Analyst

Lactalis UK & Ireland; Redhill; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

34 days annual leave + 8 flex days

Enhanced pension, life & critical Illn

Access to learning platform

Gold Partner of Grocery Aid

Job summary

Lactalis UK & Ireland is seeking a proactive IT Support Analyst to deliver high-quality 1st and 2nd line support. You will manage end-user devices, provide deskside support, and help colleagues maximise Microsoft 365 and other IT tools.

The role blends technical troubleshooting with user training and continuous service improvement. You will own Service Desk tickets, develop knowledge base content, and collaborate with external suppliers on IT projects.

Qualifications

• Experience in 1st/2nd line IT support.
• Strong troubleshooting and Windows + Microsoft 365 knowledge.
• Clear communicator with customer-focused mindset.
• Experience with ITSM platforms and ITIL v4 is a plus.

Responsibilities

• Provide 1st and 2nd line IT support across systems, apps and devices.
• Manage and resolve Service Desk tickets in line with SLAs.
• Troubleshoot hardware and software issues.
• Support laptop, peripheral and mobile device builds and replacements.
• Deliver new starter IT inductions and end-user training.
• Create user-friendly guides and knowledge base content.
• Identify recurring issues and help prevent repeats.
• Support IT projects and work with external suppliers.

Skills

1st/2nd line support

Troubleshooting

Windows

Microsoft 365

Communication

Customer service

Tools

N-ABLE

SharePoint Online

BMC Helix ITSM

ITIL v4

Job description

We’re looking for a proactive and customer-focused IT Support Analyst to deliver high-quality 1st and 2nd line support and provide an excellent IT experience for colleagues across the business.

This is a varied, hands-on role combining technical troubleshooting with user support, onboarding, training and continuous service improvement. You’ll take ownership of Service Desk tickets, provide deskside support, manage end-user devices and help colleagues get the most from Microsoft 365 and other IT tools.

Key responsibilities include:

• Providing 1st and 2nd line IT support across systems, applications and devices
• Managing and resolving Service Desk tickets in line with SLAs
• Troubleshooting hardware and software issues
• Supporting laptop, peripheral and mobile device builds and replacements
• Delivering new starter IT inductions and end-user training
• Creating clear, user-friendly guides and knowledge base content
• Identifying recurring issues and helping prevent repeat problems
• Supporting IT projects and working with external suppliers

What we’re looking for:

You’ll have previous experience in a 1st/2nd line support role, strong troubleshooting skills and good knowledge of Windows and Microsoft 365. Just as importantly, you’ll be a confident communicator who enjoys helping people, explaining technology clearly and delivering a great customer experience.

Experience with N-ABLE, SharePoint Online, BMC Helix ITSM or other ITSM platforms, along with ITIL v4, would be an advantage.

What we offer:

• 34 days annual leave + 8 flex days
• Enhanced pension, life & critical illness cover
• Access to our award-winning global learning platform
• We’re proud to be a Gold Partner of Grocery Aid and committed to DE&I

About Us:

Lactalis is the world’s largest dairy company, operating in nearly 100 countries. In the UK, we’re home to global brands like Président, Galbani, and Leerdammer, and beloved local names like Seriously, Galloway, and Cricket St. Thomas.