Service Desk Analyst — Fast IT Support & Growth

Punch Pubs & Co; Burton upon Trent; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Competitive salary

Performance related annual bonus

Company pension

Life insurance

25 holiday days + bank holidays

Option to buy and sell holidays, plus长

Job summary

Punch Pubs is seeking a Service Desk Analyst to provide first-line IT support across the business. You will work with a friendly IT team, handle tickets, troubleshoot hardware and software, and assist head office and pubs with technology needs.

Join a dynamic hospitality group that values flexibility, collaboration and ongoing development, with a strong focus on service excellence and user-friendly solutions for colleagues.

Qualifications

• Knowledge of computer hardware and software including desktops, laptops and printers.
• Experience supporting Mimecast, ManageEngine, Cisco AnyConnect/Umbrella and Microsoft 365.
• Experience with BPM/workflow-based systems is desirable, plus BC knowledge is preferred.
• Willingness to learn and keep up with IT security best practices.

Responsibilities

• Manage incoming support requests and capture required information for resolution.
• Record, update, categorise, and close tickets using the ITSM tool.
• Respond to alerts, investigate and resolve issues as required.
• Install/upgrade software and hardware, back up files and configure systems.
• Keep Punch systems patched and secure, monitor stock of IT equipment.
• Provide IT support including occasional weekend or bank holiday cover.
• Support joiners/movers/leavers with equipment and access provisioning.
• Develop user guides and FAQs to improve end-user knowledge.

Skills

Strong communication

Team player

Customer service focus

Tools

Windows 11

Active Directory

Entra

Mimecast

ManageEngine

Cisco AnyConnect

Cisco Umbrella

Microsoft 365

RingCentral

Business Central

Job description

Punch Pubs is seeking a Service Desk Analyst to provide first-line IT support across the business. You will work with a friendly IT team, handle tickets, troubleshoot hardware and software, and assist head office and pubs with technology needs.

Join a dynamic hospitality group that values flexibility, collaboration and ongoing development, with a strong focus on service excellence and user-friendly solutions for colleagues.