Training & Process Support Analyst

Castle Employment Agency Ltd; York; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in York seeks an IT Support Specialist to join their dynamic team. The role focuses on delivering engaging training, providing IT support, and improving workflows through collaboration. Ideal candidates will have a solid IT background, be proactive, and possess strong communication skills. Competitive salary and benefits offered.

Benefits

Competitive salary

Flexible working options

Structured career development

Wellbeing support

Health cash plan

Generous holidays

Cycle-to-work scheme

Qualifications

• Minimum of 2 years in a similar role.
• A valid UK driving licence and own transport.
• Experience in supporting technology rollouts and change initiatives.

Responsibilities

• Deliver training on IT systems and internal processes.
• Provide helpdesk support for user queries.
• Collaborate with departments to improve workflows.

Skills

IT background

Training delivery

Helpdesk experience

Organisational skills

Communication

Tools

MS Office

CRM systems

Document management systems

Job description

Location: York City Centre (with travel across North Yorkshire as needed)
Hours: Full-time, Monday to Friday, 8:30 AM – 5:00 PM
Salary: Competitive and based on experience

Are you passionate about helping others, driving positive change, and guiding teams through new technology and processes? We are working with our client, a respected business in York, to recruit a IT Support Specialist to join their friendly and dynamic IT team.
In this role, you’ll combine your IT knowledge with a proactive, hands-on approach to improve workflows, deliver engaging training, and provide responsive support. You'll thrive in a collaborative, small team environment, where flexibility and personality are key.

Key Responsibilities:

• Deliver confident and engaging training sessions on IT systems, legal applications, and internal processes, tailored for audiences from directors to apprentices.
• Create clear, user-friendly guides and documentation to support teams with systems and processes.
• Act as a key contact for process and system queries, offering practical guidance and troubleshooting support.
• Collaborate with various departments to review and improve workflows and ensure best practices are adopted.
• Provide hands-on IT support, including helpdesk responsibilities, assisting with user queries and issues both in-person and remotely.
• Proactively monitor system and process usage to identify training needs and areas for improvement.
• Take an active role in IT and business project rollouts, assisting with training schedules, change management, and user adoption.
• Assist with onboarding new employees by delivering introductory training on core systems and processes.
• Develop and mentor ‘super users’ within teams to champion system and process adoption.
• Work closely with IT and Compliance teams to ensure consistent policy application and gather user feedback for ongoing improvement.

What We’re Looking For:

• A valid UK driving licence and own transport are essential due to travel between sites.
• Solid IT background with hands-on helpdesk experience.
• Proven confidence in delivering training and engaging users at all levels, from senior leaders to apprentices.
• A collaborative, proactive attitude, with the ability to work across teams to review and improve business processes.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• A confident communicator who can liaise comfortably with staff at all levels and translate technical information into accessible language.
• Experience supporting technology rollouts and change initiatives is a plus.
• Familiarity with systems such as CRM, case management, document management, and time recording is beneficial.
• Strong skills in MS Office and a minimum of 2 years in a similar role.

What You’ll Get: You’ll join a collaborative, well-established IT team where your work has a real impact on how technology and processes are used. The role offers ownership, the chance to work closely with colleagues across the business, and the opportunity to support key projects and improvements.

Benefits Include:

• Competitive salary
• Flexible and hybrid working options
• Structured career development and progression framework
• Wellbeing support and a vibrant social scene
• Comprehensive benefits including pension, life cover, enhanced parental leave, health cash plan, discounts, generous holidays (including a birthday day off!), and a cycle-to-work scheme