IT Support Analyst: 1st/2nd Line Troubleshooter

EV Cargo; Burton upon Trent; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Competitive Annual Leave

Reward Gateway discounts

Employee Recognition Scheme

Excellent Pension Scheme

Health Care Cash Plan

Job summary

Palletforce is hiring an IT Support Analyst to join our Burton-upon-Trent team. You will respond to user queries, troubleshoot issues, and escalate where needed while collaborating with developers and operations to maintain service quality.

The role focuses on 1st/2nd line support, account administration, and maintaining the IT infrastructure, including Windows Server and Office 365. You’ll grow within a growing logistics tech environment.

Qualifications

• GCSE Maths & English Level 4 (or above).
• 1st/2nd line service desk experience.
• Windows Server and desktop experience.
• Knowledge of Office 365 administration and Active Directory.

Responsibilities

• Respond to user IT queries and troubleshoot issues.
• Log and track requests using ticketing software and assign priorities.
• Own cases and work towards timely resolutions for customers.
• Provision user accounts and manage access across systems.
• Support hardware and software and collaborate with developers/operations.
• Build relationships with internal teams to improve service delivery.
• Perform system checks to identify issues before impacting users.
• Apply logical problem-solving to technical challenges.

Skills

1st line support

2nd line support

Windows Server

Active Directory

Office 365

Education

GCSE Maths & English (Level 4)

Relevant IT qualification

Tools

Ticketing software

Job description

Palletforce is hiring an IT Support Analyst to join our Burton-upon-Trent team. You will respond to user queries, troubleshoot issues, and escalate where needed while collaborating with developers and operations to maintain service quality.

The role focuses on 1st/2nd line support, account administration, and maintaining the IT infrastructure, including Windows Server and Office 365. You’ll grow within a growing logistics tech environment.