IT Support Analyst (On Site) in Ellesmere Port

Job Title: IT Support Analyst (On Site)

Infopro Digital, the B2B group specialising in information and technology, is currently looking for an IT Support Analyst (On Site) on a permanent contract to strengthen the team at its Barbour ABI business. Barbour ABI powers the UK built environment with the best intelligence to help our clients grow. Best known for its construction project leads, our portfolio includes analytics, market research reports and bespoke consultancy.

With over 1.7 million projects in our dataset, our products and services are renowned for their accuracy, depth, and efficacy. Join Barbour ABI and get the best of both worlds. Working at Barbour ABI will provide you with exciting challenges and autonomy within a dynamic and nimble SME, but backed by the growth plans and structure of a global business, Infopro Digital, with 4000+ employees and leading intelligence brands in 26 countries.

We are seeking a customer-focused Onsite IT Support Analyst to deliver high-quality desk‑side support services. This role requires a proactive individual with a strong “customer first” mindset, who can confidently provide onsite technical support and act as a key link between colleagues and the centralised Service Desk. You will complement the remote Service Desk by resolving incidents and fulfilling requests that require physical presence, ensuring a seamless and efficient IT support experience across the business. Reporting to: Head of Infrastructure and Support

Key Accountabilities

• Provide reliable onsite deskside support for hardware, software, and connectivity issues.
• Act as a primary point of contact for IT queries, ensuring clear communication and effective resolution or escalation.
• Work closely with the centralised Service Desk to resolve incidents and service requests requiring onsite intervention.
• Support and improve the overall colleague experience through responsive and professional service delivery.
• Conduct new starter IT inductions and ensure smooth onboarding, including device setup and access provisioning.
• Provide Audio Visual and meeting room support (e.g. Microsoft Teams Rooms, Poly systems).
• Troubleshoot and resolve issues across Windows, Mac, and mobile devices.
• Coordinate and perform hardware break/fix activities, including liaising with third‑party engineers where required.
• Build, configure, and deploy end‑user devices in line with IT standards.
• Maintain accurate asset records and manage equipment inventory.
• Support procurement processes, including ordering, receiving, and assigning IT equipment.
• Carry out IT equipment disposal and lifecycle activities in line with policy.
• Assist in office moves, desk setups, and workplace changes.
• Provide guidance and basic training to end users on core IT systems and applications.
• Support IT projects, product rollouts, and technology deployments.
• Investigate and resolve onsite connectivity issues where remote resolution is not possible.
• Monitor tickets and ensure incidents and requests are progressed in line with service levels.
• Maintain accurate updates within the ITSM system (e.g. EasyVista or similar).
• Work collaboratively with wider IT teams to ensure timely and effective resolutions.
• Contribute to continuous improvement by providing feedback on processes, tools, and user experience.
• Ensure all activities align with IT policies, standards, and security requirements.

Essential Skills & Experience

• Proven experience in an onsite or deskside IT support role.
• Strong customer service focus with a professional and approachable manner.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritise workload effectively.
• Strong troubleshooting and problem‑solving skills.
• Ability to work independently while contributing to a wider team.

Technical Experience

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Office apps).
• Windows 10/11 and MacOS support.
• Active Directory (user account administration, access management).
• IT Service Management tools (e.g. EasyVista or similar).
• Basic networking (TCP/IP, connectivity troubleshooting).
• AV and meeting room technologies (Microsoft Teams Rooms, Poly).
• Mobile device support (iPhone, iPad, smartphones).
• Hardware support, builds, and deployment.
• Endpoint management tools (e.g. Ivanti).
• Security tools (e.g. Netskope).
• Exposure to virtual desktop environments.
• Familiarity with systems such as Salesforce.
• Telephony support inclusive of call recordings and analytical reporting.
• Virtual and physical desktop support.

Working Details

3pm finish on a Friday. Some home working is available where role and business needs permit – max2 days per week home working. 25 to 30 days holiday. Day off for your birthday. Purchase extra holidays. Volunteering days. Pension and Life Assurance.

Great company culture that offers professional development, training and regular social events. Our Foundations and Values: At Infopro Digital, we are driven by core values such as entrepreneurial spirit, constant customer focus, promoting diversity, striving for signi