IT Technical Support Analyst

Scania (Great Britain) Limited; Milton Keynes; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Enhanced parental leave

Annual bonus scheme

Loan car scheme

28 days annual leave plus bank holiday

Competitive pension

4x basic salary life assurance

Job summary

Scania (Great Britain) Limited in Milton Keynes is seeking an experienced IT Technical Support Analyst (3rd Line) to own desktop, collaboration, and communications technologies.

You will escalate complex issues, drive service improvements, support projects, and embed modern workplace tech while ensuring secure, stable, and high-performing services.

Qualifications

• Strong communication and relationship-building across levels including Senior Leaders.
• Analytical problem solving to identify root causes and propose solutions.
• Excellent attention to detail ensuring accurate, high-quality outcomes.
• Customer-focused with a commitment to end-user service across multiple tasks.

Responsibilities

• Administer and support Horizon Telephony platform, including users, hunt groups, call routing, IVR/Auto Attendant setups.
• Provide VIP voice and video conferencing support, including Microsoft Teams Rooms administration.
• Support softphones, desk phones, mobile phones, and headsets, including mobile SIM management and billing.
• Administer Sign In App Visitor Management System and Planner Room Booking system.
• Deliver 3rd line desktop support, including hardware builds/deployments, software deployment, and migrations.
• Carry out client and server patching, plus VMware support and administration.
• Deliver VIP and Executive-level support.
• Create and maintain knowledge articles and provide end-user training and guidance.

Skills

Communication

Problem solving

Attention to detail

Customer focus

Organised

Tools

Horizon Telephony

Microsoft Teams Rooms

Sign In App

Planner Room Booking

VMware

ITIL

Job description

SGB

Location: Milton Keynes (Hybrid Working)

Salary: Competitive Salary Plus and excellent benefits package, including:

• Enhanced parental leave
• Eligibility to annual bonus scheme
• Access to a fantastic loan car scheme
• 28 days annual leave plus bank holidays
• Competitive pension
• 4x basic salary life assurance

About the Role

We're looking for an experienced IT Technical Support Analyst (3rd Line) to join our IT team and take ownership of our desktop, collaboration, and communication technologies. You will act as an escalation point for complex technical issues, drive service improvements, support project delivery, and help embed modern workplace technologies across the business, all while ensuring our services remain secure, stable, and high-performing.

Responsibilities

• Administer and support the Horizon Telephony platform, including user account management, hunt groups, call routing, call centre setups, and IVR/Auto Attendant systems
• Provide VIP voice conferencing and business video conferencing support, including administration of Microsoft Teams Rooms (MTR)
• Support softphones, desk phones, mobile phones, and headsets, including mobile device administration (SIM management, international dialling, forwarding, and billing)
• Administer the Sign In App Visitor Management System and Planner Room Booking system
• Deliver 3rd line desktop support, including hardware builds/deployments, software deployment, application support, and technology migration projects
• Carry out client and server patching, plus VMware support and administration
• Deliver VIP and Executive-level support
• Create and maintain knowledge articles/documentation, and provide end-user training and guidance

About You

• Communication – A strong communicator, building relationships with users at all levels, including Senior Leaders
• Strong Problem solver - Approaches problems analytically, getting to the root cause and proposing clear, well considered solutions
• Excellent attention to detail - Pays close attention to detail, ensuring accuracy and high-quality outcomes
• Customer focused – Somone who takes pride in delivering great customer service to end users.
• Organised - Organises and prioritises effectively across multiple concurrent tasks

Desired skills, but not essential to applying:

• Experienced in Horizon Telephony platform administration
• Skilled in Microsoft Teams Rooms (MTR) administration
• Confident supporting VOIP telephony
• Experienced administering Sign In App VMS
• Familiar with Planner Room Booking administration
• Comfortable with mobile device management
• Experienced in Windows desktop and server support
• Skilled in VMware support
• Knowledgeable in ITIL Service Management principles
• Experienced providing VIP support

Closing date: 08.09.26 - Depending on volume of applicaitons, the closing date for this position is subject to change

We understand that every candidate is unique, and we strive to accommodate your needs. If you require any adjustments during the application process, please reach out to our Recruitment Team, we’ll be happy to discuss these with you