1st / 2nd Line IT Support Analyst in Liverpool

Vacancy Name1st / 2nd Line IT Support Analyst

Employment TypePermanent

CountryUnited Kingdom

LocationLiverpool

Business AreaOperations

Workplace TypeHybrid

About Princes

The Princes Group has over 7, employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.

Role Description

Purpose

To provide 1st and 2nd line support of the IT Desktop and Business Systems used within the Princes Group, as the first point of contact for end users.

To provide rota’d out of hours support for business critical systems.

To liaise with all users of IT systems within the group and with third party service providers.

Dimensions

Internal contacts will include members of the organisation at all levels, given the support element of the role.

External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues.

Role Requirements

KEY RESPONSIBILITIES

Support of Desktop Environment

This involves the effective management of all user-based IT equipment, including Princes home users and third parties accessing IT systems remotely. The Business Systems Support Analyst’s primary role will be to ensure user requests are dealt with to agreed time scales through excellent communications methods.

• Adherence to the documented Incident Management policy – monitoring of incoming support requests, accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress
• Desktop hardware and software support, upgrades and installations
• Management of facilities for new starters and leavers
• Co-ordinate activities with the support functions and key users at other Princes sites
• Accurately perform the daily, weekly and monthly key system checks
• Daily monitoring of various systems and issues highlighted to the relevant teams
• Ensure all related documentation is kept up to date to enable support of systems by other members of the team
• Adherence to Princes Internal IT Controls

Support of Business Systems

• 1st line support of Operational business systems used within our manufacturing and distribution sites
• 1st and up to 2nd line support of Commercial business systems used within all sites.
• Liaise with Business Analysts and third party software and support providers to coordinate live systems application support.
• Provide a rota’d out of hours support service to business critical application users

Infrastructure Support

First point of contact and responsibility for the timely resolution of server and communications related problems. The Business Systems Support Analyst will be required to investigate problems and handover support issues to 2nd Line Support / Operations Team were appropriate.

Infrastructure responsibilities include :

• First line support of the Azure Virtual Desktop environment
• Support and administration of Entra
• Support and administration of Remote Access solutionsSupport and administration of email and web filtering solutions

Technical Requirements

• Windows 11 / Server
• Entra administration
• Azure Virtual Desktop environment (or equivalent virtual desktop experience)
• Intune administration
• Microsoft
• Internet and basic network principles
• Basic understanding of SAP ERP
• ITIL foundation principles
• Understanding of security principles

Skills

• Exceptional Customer Service skills
• Excellent problem solving skills
• Team player who is self-motivated
• Excellent attention to detail and accuracy
• Strong organisational skills with a logical, methodical and structured approach
• Flexible and adaptable

Full UK Driving License – Travel to Princes sites will be required as part of this role.