User Support Analyst

DHL; United Kingdom; On-site; Confidential; Full time

Benefits offered by this job

Bonus schemes

Generous holiday entitlement

Company pension with excellent rates

Life assurance

Wellbeing support

Job summary

DHL International (UK) Ltd is seeking a User Support Analyst to join its IT team. The role combines hands-on user support with desktop, infrastructure and network responsibilities to keep colleagues productive and IT services reliable.

You will diagnose and resolve incidents, support desktop systems, Active Directory, networking, and Citrix thin clients, while contributing to IT projects and service improvements across the UK.

Qualifications

• 2–3 years 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.
• Experience with networking technologies including TCP/IP, DNS, and DHCP.
• Experience maintaining network diagrams, configuration records and asset databases.
• Experience coordinating supplier support tickets.
• Awareness of ITIL and change management principles.
• Scripting knowledge (e.g., VBScript) would be beneficial.
• MCSE/MCITP or similar certifications are preferred, or equivalent experience.

Responsibilities

• 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; performing health checks.
• Supporting approved network changes, maintenance activities, implementations, upgrades, and migrations.
• Escalating critical or unresolved network incidents through appropriate channels.
• Raising and tracking support tickets with external providers.
• Supporting Citrix thin client environments, printers, and data backup/restore.
• Software and patch deployment across local and regional systems.
• Maintaining network documentation, diagrams, configuration records, and asset information.
• Assisting senior management with desktop and connectivity issues, including off-site events.
• Contributing to IT projects and continuous service improvement.

Skills

Analytical thinking

Customer focus

Strong communication

Problem solving

Initiative

Education

MCSA/MCSE/MCITP preferred

Tools

Active Directory

Citrix

TCP/IP

DNS/DHCP

PC/Server infrastructure

Job description

User Support Analyst 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.

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.

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.

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.

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

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.

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.

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.