User Support Analyst

Deutsche Post; Colnbrook; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Generous holiday entitlement

Company pension

Life assurance

Maternity pays

Sick pay

Wellbeing support

Training and development

Job summary

DHL International (UK) Ltd is seeking a hands-on User Support Analyst to join our IT team. You’ll provide telephone and on-site technical support, diagnose incidents, and resolve service requests across desktop, server, domain, security, and network services to keep colleagues productive.

Key duties include supporting Active Directory, configuring desktops and laptops, monitoring LAN/WAN/Wi‑Fi, assisting with network changes and migrations, and maintaining accurate documentation.

Qualifications

• 2–3 years' experience in a similar IT support role, with a generalist IT background of five years.
• Proficient knowledge of PC and server infrastructure.
• Strong Active Directory administration skills.
• Proficiency in networking technologies including TCP/IP, DNS, and DHCP.
• Experience supporting Citrix in thin client environments.
• Knowledge of PC/server backup and imaging technology.
• Knowledge of Microsoft Outlook / Microsoft 365 setup.
• Experience maintaining network diagrams, configuration records, and asset databases.
• Experience coordinating supplier support tickets.
• Awareness of ITIL and change management principles.
• Scripting knowledge, such as VB Script, would be beneficial.
• MCSE/MCITP or MCSA preferred, or equivalent experience.

Responsibilities

• Diagnose and resolve hardware, operating systems, software, and network-related issues.
• Install, configure and support desktop systems, laptops and associated applications.
• Support user and system administration through Active Directory.
• Monitor LAN, WAN, Wi-Fi and connectivity services, perform health checks, and investigate incidents.
• Support approved network changes, maintenance activities, implementations, upgrades and migrations.
• Escalate critical or unresolved network incidents through the appropriate channels.
• Raise and track support tickets with external providers.
• Support Citrix thin client environments, printers, data backup and restore activities.
• Support software and patch deployment across local and regional systems.
• Maintain accurate network documentation, diagrams, configuration records and asset information.
• Support senior management and directors with desktop and connectivity issues, including at off-site seminars and conferences.
• Contribute to IT projects, infrastructure builds, and continuous service improvement.

Skills

Active Directory

TCP/IP

DNS

DHCP

Citrix Thin Client

Microsoft Outlook

Network monitoring

ITIL

VBScript

Server infrastructure

Education

MCSA

MCSE/MCITP

Tools

Citrix

Active Directory tools

Job description

User Support Analyst - IT

Are you passionate about technology, problem solving, and delivering excellent customer experience?

We're looking for a User Support Analyst to join our IT team at DHL International (UK) Ltd. This is an opportunity to combine hands-on user support with desktop, infrastructure and network responsibilities, helping colleagues stay connected and productive while supporting the reliability of our IT environment.

What will you be doing?

As a User Support Analyst, you'll provide telephone and on-site technical support, diagnosing and resolving incidents and service requests in line with agreed service levels. Your role will cover desktop, server, domain, security, and network services.

Your key responsibilities will include:

• Diagnosing and resolving hardware, operating systems, software, and network-related issues.
• Installing, configuring and supporting desktop systems, laptops, and associated applications.
• Supporting user and system administration through Active Directory.
• Monitoring LAN, WAN, Wi-Fi and connectivity services, carrying out routine health checks, and investigating incidents.
• Supporting approved network changes, maintenance activities, implementations, upgrades, and migrations.
• Escalating critical or unresolved network incidents through the appropriate support channels.
• Raising and tracking support tickets with external network and telecommunications providers.
• Supporting Citrix thin client environments, printers, data backup and restore activities.
• Supporting software and patch deployment across local and regional systems.
• Maintaining accurate network documentation, diagrams, configuration records, and asset information.
• Supporting senior management and directors with desktop and connectivity issues, including at off-site seminars and conferences.
• Contributing to IT projects, infrastructure builds, and continuous service improvement.

What are we looking for?

You'll be someone who enjoys getting to the root of technical issues while providing great experience for your customers. You'll need a systematic and analytical approach to problem solving, strong communication skills and the ability to quickly absorb new technical information.

Ideally, you'll bring:

• 2-3 years' experience in a similar role, with a generalist IT background of five years.
• Proficient knowledge of PC and server infrastructure.
• Strong Active Directory administration skills.
• Proficiency in networking technologies including TCP/IP, DNS, and DHCP.
• Working knowledge of network monitoring and operational support across LAN, WAN, Wi-Fi and connectivity services.
• Experience supporting Citrix in thin client environments.
• Knowledge of PC/server backup and imaging technology.
• Knowledge of Microsoft Outlook / Microsoft 365 setup.
• Experience maintaining network diagrams, configuration records, and asset databases.
• Experience coordinating supplier support tickets.
• Awareness of ITIL and change management principles.
• Scripting knowledge, such as VB Script, would be beneficial.
• MCSA, MCSE, or MCITP accreditation is preferred, although relevant experience will be considered in lieu of these qualifications.

What will help you succeed?

We're looking for someone who demonstrates: Customer focus | Analytical thinking | Initiative | Attention to detail | Flexibility | Sound decision making | Clear communication | Strong relationship-building skills.

What can we offer you?

The package outlined in the role profile includes:

• Competitive salary
• Eligibility to participate in performance-related bonus schemes
• Generous holiday entitlement, increasing with completed service
• Company pension scheme with excellent contribution rates
• Life assurance
• Enhanced maternity pays
• Generous company sick pay
• Voluntary benefits including retail, entertainment, gym membership and dental plan discounts
• Discounted health assessments
• Employee assistance and wellbeing support
• Excellent training and development opportunities, with a strong focus on internal promotion

Ready for your next challenge?

If you're a hands-on IT professional who enjoys solving problems, supporting people and working across desktop, infrastructure and network technologies, we'd love to hear from you.

Equal Opportunity

We are committed to equal opportunity and reject all forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Privacy Notice

DHL International (UK) Ltd acts as a "Data Controller" and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.