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IT Support Analyst
Destination2
- Chester, England, United Kingdom
- Chester, England, United Kingdom
About
The IT Support Analyst is responsible for providing first- and second-line technical support to the business, ensuring that end-users are able to work effectively and securely. The role supports day-to-day IT operations, user onboarding/offboarding, hardware and software support, and contributes to ongoing IT improvements and change initiatives.
This position plays a key role in maintaining a reliable, responsive IT service across the organisation.
*Key Responsibilities:*
*End User Support*
* Provide 1st and 2nd line technical support for desktops, laptops, mobile devices, and peripherals across the business
* Diagnose and resolve hardware, software, and connectivity issues efficiently while maintaining a high standard of customer service
* Log, prioritise, and manage incidents and service requests via the IT service desk
*User & Access Management*
* Manage user onboarding and offboarding processes
* Administer user accounts, permissions, and group memberships across core systems
* Ensure access controls and user permissions comply with company security and compliance policies
*Hardware & Asset Management*
* Provision, configure, and deploy laptops, desktops, and mobile devices for new and existing users
* Maintain accurate records of IT assets, licences, and equipment allocation
* Coordinate hardware repairs, replacements, and warranty returns with suppliers
*Systems & Applications Support*
* Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive
* Assist with business applications and liaise with third-party suppliers as required
* Support routine system updates, patching, and maintenance activities
*IT Operations & Security*
* Assist with IT projects, system upgrades, and process improvements
* Create and maintain user guides, FAQs, and internal IT documentation
* Support IT security best practices, device security, and escalation of potential security incidents
*Key Performance Indicators:*
* *Incident resolution* within SLA, with a strong first-time fix rate
* *User satisfaction* score based on service desk feedback
* *Accuracy and timeliness* of onboarding/offboarding and access changes
*Experience:*
*Essential*
* Proven experience in an IT support or service desk role
* Strong knowledge of Windows operating systems and Microsoft 365
* Experience supporting end-user hardware and software in a business environment
* Excellent problem-solving and communication skills
* Ability to manage multiple requests and prioritise effectively
*Desirable*
* Experience with Active Directory / Entra ID user administration
* Familiarity with IT service management tools (e.g. ticketing systems)
* Exposure to device management tools (e.g. Intune or similar)
* Experience supporting users during IT change or migration activities
*The Person*
The successful candidate will be able to demonstrate the following attributes:
* Customer-focused with a helpful, professional approach
* Organised and detail-oriented
* Comfortable working independently as well as part of a small IT team
* Willing to learn and adapt as systems and business needs evolve
*Skills and Knowledge:*
* Relevant IT certifications (e.g. CompTIA A+, Network+, Microsoft 365 or Azure Fundamentals, ITIL Foundation)
* Formal IT qualification such as an HNC/HND or degree in IT, Computing, or a related discipline
* Vendor or platform training in areas such as endpoint management, Microsoft 365 administration, or IT service management tools
This is a Full-Time position where you will be required to work 37.5 hours per week, Monday – Friday.
*WHAT YOU'LL GET:*
* *Enhanced Pension*
* *30 days holiday including bank holidays, rising 1 days per year (up to 33 days including bank holidays)*
* *Seasonal saving scheme*
* *Learning & Development funding*
* *Refer a friend*
* *Costco membership*
* *Perkbox rewards*
* *Life Insurance*
* *Eyecare vouchers*
* *Health and Wellbeing support*
* *EAP, Employee Assistance Programme*
* *Enhanced Maternity and Paternity*
* *Long Service Award Scheme*
* *Chester Races Partnership*
* *Partner Exclusive Concessions and Staff Travel Discounts*
*OUR VALUES:*
*We forge our own path *- We think creatively to bring holiday dreams to life
*We go the extra mile *- We work tirelessly to meet the needs of our customers
*We keep our feet on the ground* - We provide clarity and honestly in every situation
*OUR MISSION:*
To turn holiday dreams into reality at the best possible price, while delivering the very best service.
We strive to become the go-to name our customers trust and return to time and again.
*OUR VISION:*
We believe everyone deserves a little luxury. Our goal is to bring affordable luxury holidays to more people than ever helping them experience adventure, exploration, romance, relaxation, and excitement in destinations far removed from the everyday.
Job Types: Full-time, Permanent
Benefits:
* Canteen
* Company events
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Referral programme
* Work from home
Application question(s):
* Are you able to travel to our Chester office on a daily basis
Work authorisation:
* United Kingdom (required)
Work Location: In person
Languages
- English
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