IT Support Analyst
Location: Tiverton, Devon
Contract: Full Time
About The Role
The IT Support Analyst will act as the first point of contact for IT-related issues across the business, providing effective technical support to end users while ensuring service requests and incidents are managed in accordance with departmental procedures and service level agreements (SLAs). The role involves supporting users with hardware, software, mobile devices and connectivity issues, as well as assisting with the setup and configuration of equipment for new starters and leavers.
Key Responsibilities
User Support
- Provide first-line IT support to Hepco employees across multiple locations.
- Respond to, log, categorise, prioritise, and update incidents and requests accurately using the IT management system.
- Troubleshoot hardware, software, network and peripheral issues.
- Support Microsoft 365 applications including Outlook, Teams, Word, Excel and related services.
- Assist users with Wi‑Fi connectivity, device setup and access issues.
- Provide excellent customer service and clear communication throughout the support process.
Account Administration
- Configure and support user accounts for starters, movers and leavers.
- Assist with password resets, account permissions and access requests.
- Ensure user accounts and access rights are maintained in line with company policies.
Device Provisioning
- Configure, commission and deploy laptops, desktops, mobile phones and peripheral equipment.
- Decommission and securely process devices for redeployment or disposal.
- Maintain accurate inventory records of IT assets and equipment.
- Support hardware refresh and replacement programmes.
Incident and Service Request Management
- Resolve incidents and service requests within agreed SLAs.
- Escalate complex issues to senior IT team members or third‑party suppliers when required.
- Monitor open tickets and provide regular updates to users.
- Ensure all support activities are documented accurately.
Documentation and Continuous Improvement
- Create and maintain user guides, knowledge base articles and technical documentation.
- Contribute to improving IT support processes and standards.
- Identify recurring issues and help develop long‑term solutions.
Essential Skills And Experience
- Good understanding of Microsoft Windows operating systems.
- Basic knowledge of Microsoft 365 applications.
- Strong troubleshooting and problem‑solving skills.
- Excellent communication and customer service skills.
- Ability to prioritise workload and manage multiple tasks.
- Strong attention to detail and documentation skills.
- Willingness to learn new technologies and processes.
- GCSEs (or equivalent) including Maths and English.
Desirable Skills And Experience
- Previous experience in a helpdesk, service desk or customer support environment.
- Knowledge of Active Directory, Office 365 Administration tools, Microsoft Entra ID and account administration.
- Familiarity with ticketing systems such as ServiceNow, FreshService or similar.
- Understanding of networking fundamentals, Wi‑Fi and device connectivity.
- IT qualifications such as CompTIA A+, Microsoft Fundamentals, BTEC or equivalent.
Personal Attributes
- Friendly and approachable.
- Customer focused.
- Reliable and organised.
- Positive, proactive attitude.
- Team player with a willingness to assist colleagues.
- Eager to develop a long‑term career in IT.
Hours Of Work
Monday to Friday: 9am – 5pm.
1-hour for lunch.
35-hours per week
Benefits
In addition to a competitive salary, we offer an attractive benefits package, including:
- 25 days holiday per annum, plus bank holidays
- Company contribution pension
- Healthcare cashback scheme
- Discounts with local shops and services
- Discounts at many major retailers including Argos, Currys, Halfords, Tesco, Sainsburys and Morrisons to name but a few
- Free on‑site parking
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