IT Service Support Analyst

About Bodycote

The Role

Responsibilities

• Triage, prioritise, diagnose, and resolve IT issues while maintaining ownership and clear communication.
• Manage incidents and service requests in line with agreed service levels.
• Build relationships with customers, colleagues, and external partners to deliver effective support.
• Support operational stability, incident management, technical support, and continual improvement.

Technical Experience

• Experience with Windows client and server operating systems and Microsoft technologies including Microsoft 365, Active Directory, Entra ID, Group Policy, and Exchange.
• Experience with device imaging, provisioning, deployment, software deployment, patch management, and endpoint lifecycles.
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, remote access, endpoint security, device management, access management, MFA, and data protection.
• Familiarity with HaloITSM, ServiceNow, or equivalent service management tools and ITIL processes.
• Experience meeting SLA and KPI performance standards.

Qualifications

• At least three years of experience in a customer-facing role supporting a Windows-based environment.
• GCSEs or equivalent including English and Maths, or equivalent relevant IT support experience.
• ITIL Foundation certification and basic PowerShell scripting or automation capability.
• Microsoft, CompTIA, or other relevant technical certifications are applicable.
• Endpoint management, device provisioning, modern workplace training, or an IT-related degree, diploma, BTEC, or equivalent qualification may be relevant.
• An additional European language is welcome.

What’s In It For You

• Career progression opportunities within a global organisation.
• Exposure to international projects and change initiatives.
• A supportive and inclusive culture focused on employee development.
• Competitive salary and benefits package.

Location and Work Pattern

• The role is based in Macclesfield with a hybrid pattern requiring three to four days per week in the Macclesfield office.
• Some travel may be required depending on business needs.