IT Technical Support Analyst

Acu-IT.net; Market Drayton; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Analyst to join their team in Market Drayton. This role offers the opportunity to support employees with IT-related issues, manage incidents, and ensure customer satisfaction through proactive updates. As part of a highly successful European business, you will enjoy an attractive benefits package, including a bonus scheme and flexible benefits program. If you have a passion for technology and a commitment to excellence, this position could be the perfect fit for you.

Benefits

Bonus scheme

Contributory pension

Life assurance

Generous holiday allowance

Flexible benefits program

Qualifications

• 5+ years of experience in an IT environment.
• Understanding of IT Service Management processes.
• Experience with troubleshooting desktop devices.

Responsibilities

• Troubleshooting OS, hardware, and application issues.
• Managing incidents and service requests in line with SLAs.
• Providing on-site support at dairies and depots.

Skills

IT Service Management

Incident Management

Problem Management

Change Management

Asset Management

Technical Support

Communication Skills

Troubleshooting

Active Directory

Networking

Education

Degree-level education

Tools

SCCM

SharePoint

Job description

Company Description

Müller UK & Ireland is wholly owned by the Unternehmensgruppe Theo Müller, which employs over 24,000 people throughout Europe. In the UK, Müller develops, manufactures, and markets a wide range of branded and private label dairy products made with milk from more than 1,700 British farmers. The Müller brand is ranked at No.7 in The Grocers Top 100 list of Britain's Biggest Brands and is the 7th most chosen brand in the UK.

Job Description

We're recruiting a Technical Support Analyst.

Müller prides itself on offering support to help develop your knowledge and skills. In return for your commitment, drive, and enthusiasm, we offer an attractive benefits package within a highly successful European business, including a bonus scheme, contributory pension, life assurance, generous holiday allowance, and a flexible benefits program.

We are currently recruiting for a Technical Support Analyst based at our Market Drayton offices. You will support all company employees with IT-related issues, managing incidents and service requests, ensuring customer satisfaction through proactive updates, and providing field-based support at remote sites.

Key Responsibilities

• Troubleshooting operating system, hardware, and application issues on desktop devices.
• Resolving incidents, problems, and service requests in line with SLAs.
• Updating status, workarounds, and resolutions within the service desk system.
• Communicating with users about incident and problem statuses.
• Deploying new desktops/laptops using SCCM, mobile devices, T&A devices, and printers.
• Managing desktop configurations, including patching, software upgrades, antivirus, and malware protection.
• Managing shared drives, user access, and permissions.
• Collaborating with support vendors to resolve complex issues.
• Serving as a technical escalation point for the Service Desk.
• Participating in out-of-hours on-call rotations.
• Managing Active Directory and Exchange.
• Providing on-site support at dairies and depots within the region.
• Supporting basic networking, including patching ports and troubleshooting connectivity issues.
• Performing maintenance and break/fix on desktop devices.
• Maintaining telephony systems and troubleshooting issues.
• Creating and maintaining user accounts across IT systems, including AD.
• Managing operational problem management processes.
• Creating and updating support documentation on SharePoint.
• Executing problem management tasks and reporting on KPIs and SLAs.
• Delivering root cause analyses and problem resolutions.
• Documenting temporary workarounds and solutions.

Knowledge & Experience

• Experience with IT Service Management processes such as Incident, Service Request, Problem, Change, Asset, and Service Level Management.
• Understanding of Change Management processes.
• Experience maintaining accurate Asset Management databases.
• Providing training to support teams to improve first-line fix rates.
• Creating documentation for common issues and installation procedures.
• Supporting and guiding Service Desk Analysts.

Key Skills & Experience

• Degree-level education.
• Profound knowledge of IT systems used at Müller.
• Willingness to travel.
• 5+ years of experience in an IT environment.
• English proficiency; German language skills are a benefit.

The Process

If you possess the skills and experience outlined above and wish to apply, please visit www.mullercareers.co.uk.