IT Support Analyst

Role overview

Service desk and ITSM duties

• Handle service requests, allocate calls, log incidents and requests, and maintain relevant records.
• Identify and categorize incidents, gather information for resolution, and allocate incidents as appropriate.
• Capture user satisfaction feedback and support user self-service with effective knowledge articles and training.
• Support continuous improvement of IT service delivery, closure rates, and user satisfaction.

Technical and documentation duties

• Manage Active Directory user creation, day-to-day support issues, and leaver accounts.
• Perform simple installations, replace consumable items, and check that installations work correctly.
• Support mobile devices and manage IT assets.
• Document resolutions and maintain internal knowledge-base articles and shared help documents.
• Travel occasionally to other NVS locations.

Required qualifications and attributes

• Experience in a similar role.
• Innovative approach and willingness to experiment with new technology solutions in controlled environments.
• Customer-focused, willing to share ideas, and able to solve problems.
• Teamwork experience, attention to detail, and organizational skills.
• Able to prioritize work without direction.

Preferred qualifications

• ITIL accreditation is preferred.
• A-level education or equivalent is preferred.
• Experience with warehousing and distribution systems is preferred.
• Experience in a GxP-compliant environment is preferred.

Hours

• Monday to Thursday, 9am–5pm; Friday, 8am–4pm.

Workplace

• The role is described as hybrid remote in Stoke-on-Trent.

Benefits

• Benefits include 29 days of paid holiday including bank holidays, staff discounts, life assurance, cycle-to-work scheme, on-site parking and Wi-Fi, employee assistance, vouchers, and a company pension.
• Additional listed benefits include bereavement leave, casual dress, health and wellbeing programme, private medical insurance, referral programme, and sick pay.