IT Support Analyst

Valpak Limited; Stratford-upon-Avon; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in environmental compliance seeks an IT Support Analyst to provide exceptional end-user support and maintain IT services. The role offers opportunities for professional development and collaboration with senior IT specialists. Candidates should have strong troubleshooting skills and experience in IT support, with a focus on customer service and technical knowledge.

Benefits

Hybrid working

Up to 10% bonus

Enhanced holiday scheme

Private medical insurance

Subsidised gym membership

Contributory pension scheme

Qualifications

• Over 4 years IT support experience.
• Strong and logical troubleshooting skills.
• Excellent communicator, written and verbal.

Responsibilities

• Provide first-class end-user support to up to 400 staff.
• Own and remediate support issues.
• Maintain the company’s network and server infrastructure.

Skills

Troubleshooting

Customer Service

Communication

Education

Computer-related degree

Tools

Windows Server

MS SQL Server

Microsoft 365

Job description

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Join to apply for the IT Support Analyst role at Valpak Limited

This range is provided by Valpak Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Valpak Limited

Valpak Limited is the UK’s leading provider of environmental compliance and data management services in the UK and internationally. The business has over 2000 highly satisfied B2B customers who enjoy a wide array of innovative services. Valpak offers their current and prospective customers a variety of seminars, workshops and webinars to help highlight upcoming issues, helpful services and solutions, and to offer practical advice.

As IT Support Analyst, your primary role is to provide first-class end-user support to up to 400 staff and ensure the smooth running of IT services to allow them to successfully carry out their roles efficiently.

There will be opportunities to work closely with senior IT specialists in the delivery of technical projects. You would be encouraged to develop your technical knowledge by utilising the various training resources available.

Key Accountabilities

IT Support & Customer Service

• Working alongside the Senior IT Support Analyst as the first point of contact for all members of staff; local, remote and branch office based.
• Own, diagnose, remediate and implement root-cause fixes for support issues, working with end-users, the technology team, and third-party suppliers as appropriate.
• Actively identify support trends, that preventative action or escalate within the technology team for broader consideration.
• Provide excellent customer service, monitor IT Service Desk tickets and manage expectations by resolving the tickets within the agreed SLAs

IT Service availability & uptime

• Frequent review of service monitoring platform. Strong situational awareness, and identification of negative trends or issues.
• Own, diagnose, remediate and implement root-cause fixes for service and operational issues, working with the broader technology team and third-party suppliers as appropriate.

IT Services & Infrastructure Maintenance

• Working with the broader technology team to maintain the company’s network, server infrastructure, operating systems and applications in conjunction with IT policies and procedures.
• Manage within the agreed SLAs antivirus updates, patching and backups across the end-user, network and server estate.
• Conduct basic Azure, DBA and IIS maintenance tasks.

Cyber Security

• Understand, operate within and contribute to our ISO 27001 ISMS.
• Identify, prioritise, and escalate actual or potential information security risks.
• Work with the broader technology team to remediate issues flagged by third-party penetration tests and vulnerability scanners.

Developer support

• Supporting the in-house and partner development teams to ensure maximum productivity.

Business Continuity & Disaster Recovery

• Engage with the business and technology partners to coordinate BC and DR tests. Work with partners to remediate issues and report findings and resulting remediation to stakeholders.

IT processes & documentation

• Creation and maintenance of process and knowledgebase documentation.
• Ensure systems changes are appropriately documented.
• Technical project ownership, working with the broader team within Reconomy Group and externally. Responsible for building projects plans, sizing, scheduling and coordinating activity.

Office presence & core hours

• Coordinating with the Senior IT Support Analyst to ensure support during core office hours five days/week (08:00 – 16:30, 09:00 – 17:30).
• Availability to work outside of core hours when needed.
• Office-based however opportunities to work from home.
• Willingness to travel to Birmingham office when required.

Point of escalation & Coaching

• First escalation point for our IT Support Analyst.
• Coaching the IT Support analyst to build knowledge and become increasingly self-sufficient.

The successful candidate will be ambitious and driven to progress their technology-based career. We will look for evidence of the following:

• Over 4 years IT support experience, possessing strong end-user technology knowledge and foundational knowledge in networking and server management.
• Strong and logical troubleshooting skills. Evidence of methodical approaches to troubleshooting and implementing change.
• Professional, approachable, self-starter with strong customer service ethic.
• Self-organised and adopts a structured approach to capturing and documenting information.
• Works well under pressure, remaining calm and considered. Will possess patience and puts users at ease at all times.
• Excellent organisational skills, balancing BAU and project work. Manage own workload with limited supervision.
• Excellent communicator, written and verbal. Evidence of working with technical and non-technical teams.
• We predominantly use the Microsoft stack. Knowledge and experience in the following technologies is desirable:
• Windows Server
• Windows 10/11
• Hyper-V
• MS SQL Server
• IIS
• Microsoft 365 (advanced)
• Firewall and switch management
• MDM
• Windows PowerShell

Qualifications

• Computer-related degree or equivalent, or relevant broader experience in a related field.

Benefits and Rewards

• Hybrid working available, happy to talk flexible working
• Up to 10% bonus
• Enhanced holiday scheme (option to buy/sell up to 10 days) and long service awards
• Critical illness, Life assurance & disability income protection
• Option to join private medical insurance, subsidised gym membership, and bike to work scheme
• Contributory pension scheme
• Wellbeing initiatives and support including Wellbeing App access
• MyPerks discounts platform

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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