Site Support Analyst

Beam Suntory Inc.; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

Beam Suntory Inc. is seeking an IT Support Specialist to enable IT services for business needs. You will manage incidents and requests via ServiceNow, support end-user hardware and software, and maintain knowledge resources.

The role collaborates with global IT and business teams to improve service delivery and customer experience. Key activities include onboarding/offboarding equipment, maintaining asset inventory, and contributing to training and process improvements while ensuring timely

Qualifications

• Bachelor's degree or educational equivalent.
• Minimum 3 years' experience in a similar role.
• Experience supporting Microsoft Windows 11, Office 365, and related hardware in a midsize company.
• Entra/AD, InTune experience.
• Strong customer service and technical acumen.
• ITIL certification is a plus.

Responsibilities

• Manage incidents and service requests in ServiceNow within SLA.
• Support end-user hardware and software across global teams.
• Maintain asset inventory and knowledge base articles.
• Setup onboarding/offboarding equipment.
• Collaborate with Global Service Delivery teams and training.
• Drive user adoption and maintain high customer service levels.

Skills

IT support

Customer service

Global collaboration

Adaptability

Education

Bachelor's degree or educational equivalent

Tools

ServiceNow

Windows 11

Office 365

InTune

Entra/AD

Papercut

Apple Business Manager

Job description

Experteer Overview In this role you enable IT services to meet business needs by managing incidents and requests through ServiceNow, supporting end-user hardware and software, and maintaining knowledge resources. You will partner with global IT and business teams to align IT offerings with goals, drive user satisfaction, and contribute to continuous service improvements. You handle onboarding/offboarding equipment, document resolutions, and help shape service delivery with an emphasis on timely communication and customer experience. This is a globally-collaborative role at Suntory Global Spirits with a focus on impactful, everyday IT support. Pay / Benefits

• Represent IT to the business and translate business needs into IT solutions
• Manage incidents and service requests in ServiceNow within SLA
• Troubleshoot IT issues across applications and hardware (workstations, phones, tablets)
• Maintain asset inventory and track changes
• Develop and maintain knowledge base articles
• Escalate unresolved issues and trigger next-level support
• Drive user adoption and compliance, and maintain high customer service levels
• Setup onboarding/offboarding equipment and support global teams
• Collaborate with Global Service Delivery teams and contribute to training and process improvements
• Tasks Bachelor's degree or educational equivalent
• Minimum 3 years' experience in a similar role
• Experience supporting Microsoft Windows 11, Office 365, and related hardware in a midsize company
• Entra/AD, InTune experience
• Secure printing with Papercut
• Hive Mobile device management with InTune
• Apple Business Manager Experience
• Experience in a global role is a plus
• ITIL certification is a plus
• Strong customer service and technical acumen
• Business Relationship Management and adaptability

Key requirements

• Hive unresolved issues and trigger next-level support
• Drive user adoption and compliance, and maintain high customer service levels
• Setup onboarding/offboarding equipment and support global teams
• Collaborate with Global Service Delivery teams and contribute to training and process improvements
• Tasks Bachelor's degree or educational equivalent
• Minimum 3 years' experience in a similar role
• Experience supporting Microsoft Windows 11, Office 365, and related hardware in a midsize company
• Entra/AD, InTune experience
• Secure printing with Papercut
• Hive Mobile device management with InTune
• Apple Business Manager Experience
• Experience in a global role is a plus
• ITIL certification is a plus
• Strong customer service and technical acumen
• Business Relationship Management and adaptability