IT Support Analyst in High Peak

Job Overview

Charles River Laboratories are looking to recruit for an IT Support Analyst to join on a full time, permanent basis. This is a hybrid role, with expectation for this person to be onsite at least 3 days/week at our world class facility in High Peak, UK. Reporting into the IT Support Services Manager you'll be responsible for providing IT support to the wider operational team across all levels to ensure all systems are available and functioning as needed. There may be occasional need to travel to our sites in Edinburgh and Margate. This role would suit an experienced IT Support Analyst/Technician who is looking for their next opportunity and wants to join a global organisation with further opportunity to develop and grow!

Responsibilities

Our Information Technology department provides a wide range of IT services to all divisions of the Charles River organisation, across numerous sites in the UK.

Technology used: MS Windows Operating Systems (10/11), MS Windows Server (2019/2025) Active Director, Office365, Office Suite, SCCM, Bomgar, Remote Desktop, Lab Applications (Watson /Chemdraw/Masslynx/Analyst/WinnonLin), General Desktop User Applications.

• The configuration, support and routine administration of IT equipment including PC’s, laptops, mobile devices, printers. Working to support new hire onboarding - ensuring equipment is ready and available as needed.
• Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate funded project.
• Perform break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions when needed.
• Monitor queue in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results.
• Perform root cause analysis of complex incidents or recurring problems affecting multiple sites. Develop solutions to those problems. Document in the problem resolution knowledge database and develop training materials to resolve ongoing issues or improve knowledge.
• Develop new processes and procedures to improve existing services, or to assist in deploying new support services.
• Create the training and communications materials for new and enhanced services. Implement training for medium to large scale service rollouts.
• Participate in and document status of change management for site services.
• Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GxP)
• Coordinate with approved vendors for orders and requirements for supported sites, and projects.
• Setting and amending permissions on folders/shares on a windows file server and Sharepoint / Teams environment.
• Building laptops, desktops and installing software using SCCM.
• Being the IT representative for site related change management processes.

Requirements And Profile

• GCSEs in English and Maths as a minimum. Additional IT/Technical Qualifications are desirable.
• Relevant experience in technical support and troubleshooting desktop client hardware and software issues, such as operating systems, MS Office suite, Internet Explorer, and other desktop applications in an enterprise environment.
• In-depth knowledge and extensive hands‑on experience in desktop operating system maintenance and troubleshooting, and installation and support of MS Windows operating systems.
• Ability to support, maintain, and troubleshoot MS Office suite of productivity tools, and hands‑on experience of Edge and other CRL core applications such as anti‑virus software, MS Outlook, Remote Access technologies/VPN utilities, SCCM, Lotus Notes, Adobe Acrobat and other Adobe products.
• Ability to plan and organize work schedules and coordinate schedules to meet work priorities and service levels.
• Working knowledge of MS Windows compatible desktop and laptop hardware and use required.
• Knowledge and experience in various LAN technologies, such as: TCP/IP, Fast Ethernet, Hubs, Switches, and Routers.
• Good interpersonal skills to deal with customers, colleagues, and other technical staff in a courteous and friendly manner.
• Ability to work in a multicultural environment with sensitivity and respect for diversity.
• Candidates must have a full, clean driving license and their own transport.

The salary for this position is dependent on relevant experience. All applicants must have full and permanent Right to Work in the UK as we are unable to provide sponsorship for this position.