IT Support Analyst: 1st/2nd Line Support & Training

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

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.