IT Service Support Analyst in Royston, Hertfordshire

Vacancy: Service Support Analyst

Location: Royston, UK

Job Family: Infrastructure and Operations

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals, and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more than 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field.

As an IT Support Analyst, you will be responsible for ensuring that the JMIT infrastructure and JMIT-managed end-user devices across various sites operate at optimal standards. Your role will involve providing on-site support for incidents and requests, assisting with global and regional project implementations, and ensuring that local infrastructure aligns with business expectations (SLA) while adhering to global JMIT policies.

We are looking for a confident, articulate, and enthusiastic individual who can effectively communicate with senior executive-level customers. The ideal candidate will possess a strong understanding of audio-visual equipment in meeting rooms and have expertise in troubleshooting Microsoft Teams-enabled environments.

Your responsibilities:

• Technology Management: Configure, deploy, maintain, and troubleshoot JMIT-owned technologies, including workstations, laptops, printers, mobile devices, phones, and meeting room equipment.
• Issue Resolution: Diagnose and resolve issues related to end-user applications, multi-user applications, and operating systems to ensure smooth operations.
• Audio-Visual Support: Provide expert troubleshooting and support for audio-visual and Microsoft Teams-enabled meeting rooms, minimising disruptions during executive meetings.
• Software Installation: Install and build application software on JMIT-supported devices, including setting up new starters with necessary applications.
• Inventory Maintenance: Maintain and update the hardware inventory for end-user devices on-site, ensuring accurate tracking and availability of equipment.
• Collaboration and Improvement: Interact with third parties to resolve technical issues, contribute to project teams for service improvements, and share knowledge and best practices with colleagues.

Requirements for the role:

• Excellent communication skills: Confident, well-spoken, and able to interact with stakeholders professionally.
• Experience supporting Microsoft Teams Meeting Rooms (Windows) and troubleshooting issues related to these systems.
• Good knowledge of Audio-Visual and Video Conference technologies used in meeting rooms.
• Proficiency with: Windows 7, Windows 10, Windows 11, Office 365, ARS, Cisco AnyConnect VPN, ZScaler, Cisco ISE, Mobile technology, Printer technology, DNS, DHCP, Basic networking, including switches and routers.

Essential Skills:

• Hands-on experience with desktop, laptop, server, and printer hardware.
• Understanding of PC operating systems, databases, and applications in the JM environment.
• Experience with Microsoft and networking technologies.
• On-site support and issue resolution for Microsoft Teams Meeting Room systems.
• Working with remote third parties to provide hands-on support for Microsoft Teams Meeting Room systems.

Customer Service: Strong customer service skills, with the ability to provide high-quality support to executive-level customers.

Special Factors:

• This is not a hybrid role - presence in the office 5 days a week is mandatory.
• They may occasionally need to start as early as 7:30 am and perform work outside normal hours, including weekends.
• Local travel may be required.
• Participate in the Major Incident Management process, including potential out-of-hours involvement in incident resolution.
• This role is part of a small team working across a large site and supports a variety of working environments including offices, laboratories, warehouses, and manufacturing production lines.

How you will be rewarded:

We offer a competitive compensation and benefits package including bonus and other local perks. At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career.

Closing date for applications: This job advertisement will be posted for 2 weeks minimum, early application is advised.

For any queries or should you require any reasonable adjustments to support your application please contact us. To submit your application, please click the "Apply" button online. All applications are carefully considered and your details will be stored on our secure Application Management System.

Johnson Matthey respects your privacy and is committed to protecting your personal information. For more information about how your personal data is used please view our privacy notice.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.