User Support Analyst

DHL Group; Colnbrook; On-site; GBP 26,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Bonus schemes

Pension scheme

Life assurance

Maternity pay

Sick pay

Employee discounts

Training and development

Job summary

DHL International (UK) Ltd is seeking a hands-on User Support Analyst to join the IT team in Colnbrook. You will provide front-line telephone and on-site support for desktop, server, domain, security and network services to keep colleagues productive and connected.

The role rewards a practical problem-solving approach, clear communication and the ability to learn new technologies quickly. You’ll contribute to IT projects and service improvements.

Qualifications

• 2-3 years in a similar IT support role.
• Generalist IT background of circa 5 years.
• Proficient in PC and server infrastructure.
• Strong Active Directory administration skills.
• Networking knowledge: TCP/IP, DNS, DHCP.
• Experience with Citrix thin clients is desirable.
• Experience with backup and imaging technology.
• Knowledge of Microsoft Outlook / Microsoft 365 setup.

Responsibilities

• Provide telephone and on-site technical support.
• Diagnose and resolve hardware, OS, software, and network issues.
• Install, configure and support desktop systems and laptops.
• Support user and system administration via Active Directory.
• Monitor connectivity and carry out routine health checks.
• Escalate critical incidents through proper channels.
• Maintain network diagrams and configuration records.
• Assist with IT projects and service improvements.

Skills

Active Directory

Citrix

Networking fundamentals

Customer focus

Problem solving

Education

MCSE / MCITP / MCSA preferred

Tools

Microsoft 365

VPN/LAN/WAN

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.