IT Service Support Analyst in Barrow in Furness

In operation since 1985, Barrow Gas Terminal is a key piece of the UK’s energy infrastructure and forms part of the Morecambe Bay gas fields. The terminal has played a long‑standing role in processing and delivering natural gas, supporting both local employment and national energy supply. With a focus on safety, environmental sustainability and community engagement, we believe in operational excellence at every stage of production. If you are ready to take the next step in your career with a dynamic and energetic team, then we are keen to hear from you.

THE OPPORTUNITY

The IT Service Support Analyst is responsible for providing technical support and assistance to users within Spirit Energy offering prompt and accurate feedback. IT Service Support Analysts should prioritise customer focus, demonstrating empathy, effective communication, and prompt responsiveness. Establishing trustful relationships with business customers and offering advice to optimise technology use is essential.

This role involves working with Spirit Energy users to:

• Diagnose and troubleshoot software and hardware issues on the End User Compute (EUC) environment as they raise and if required pass on to subject matter experts after initial triage.
• Action requests from the users related to IT software and hardware following company processes and policies.
• Educate users on the efficient use of software and IT hardware resources provided in Spirit Energy.

The IT Service Support Analyst ensures that the company's EUC environment is running smoothly and efficiently, through following the IS processes and procedures, and through collaboration with the other IS Operations Teams (Applications, Infrastructure, and Networks).

DURATION: Initial one year contract

LOCATION: Barrow Terminal

In role, you will be accountable for:

• Customer Focus

• Empathy: The ability to understand and share the feelings of others. It involves recognizing customer concerns and addressing them with sensitivity and care.
• Communication: The process of conveying information clearly and effectively. It includes both verbal and written interactions to ensure that customers are well‑founded and understood.
• Responsiveness: The ability to react quickly and positively to customer inquiries and issues. It ensures that customers feel their concerns are being taken seriously and addressed promptly.

• Ability to manage a multitask workload.
• Prioritise tasks correctly to ensure that incidents and requests are closed in a timely manner.
• Ensure that agreed deadlines are met and keep people up to date.
• Ensure that records are kept up to date with accurate information.
• Work effectively with tools provided to carry out the role.
• Maintain good housekeeping in work areas, ensuring that IS storerooms are kept clean, stock is refreshed, and old equipment is disposed of in accordance with policy.
• Use of the company service management software for handling requests and incidents, ensuring that clear and relevant updates are logged.
• Respond to incidents and requests according to agreed SLAs.
• Escalate calls internally or externally to service teams and other suppliers.
• Liaise with customers through various means (e.g. in person, verbally, by IM/email).
• Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays.
• Ensure that tickets are closed to the satisfaction of the customer.

• Must follow the agreed team processes to ensure the team is working as one.
• Must work collaboratively with colleagues in local team as well as the wider IS department.
• Contribute ideas to the betterment of the team and wider service.

• Support of Windows desktop operating system.
• Support of Desktop and Laptop hardware and associated human interface devices.
• Support of Multi‑Function Printing devices.
• Support of Apple iOS and Android mobile devices.
• Installation of applications either through deployment tools or manual installation.
• Assist with support of applications.
• Administration of services following defined processes and standards.
• Support the use of videoconferencing and telephony equipment as required.
• Set up of ad hoc IT equipment such as temporary computers, screens, video conference, and administration of loan equipment.
• Occasional deployment of equipment in offshore (e.g. oil and gas platforms and rigs) and other office locations.

• Adhere to health, safety and environmental instructions and procedures and report unsafe conditions.
• Support a positive health, safety and environment culture through the adoption of appropriate behaviour.
• Carry out New Starter Induction Sessions.
• Liaise with the wider IS Team for support in the closure of issues and requests as needed.
• Operate according to IS Policies, Standards, and Procedures.
• Act as an advocate of the IS Policies, Standards, and Procedures to the business.
• Participate in the upkeep and review of processes and procedures related to role.
• Assist the administration of an accurate record keeping of company IT assets.
• Completion of daily systems administration tasks such as logs and checks.
• Act as mentor for new team members or temp backfill resources.
• Provide 24/7 on‑call if required.
• Administer moves, additions and changes for End User Compute Hardware.
• Coordinate with vendors for the repair of IT hardware malfunctions.

ABOUT YOU

To be successful in this role you will have:

• Ability to develop strong and cooperative relationships with customers, IS colleagues, service providers and other professionals.
• Well organised with the ability to effectively prioritise work in order to meet deadlines.
• Experience in service desk end user support.
• Have a customer service focus.
• Be educated to HNC/HND level.
• Relevant End User Compute services e.g. Microsoft Windows, Microsoft 365.

In addition to technical knowledge and credibility, we are looking for someone who lives our values; Agility, Collaboration, Courage, Care, and Delivery. A person who embraces and supports change, brings fresh and progressive thinking to the industry, and has a strong sense of community.

At Spirit Energy, we are committed to creating an environment in which our team can thrive. Offering opportunities for career development, and fostering a community that prioritises inclusion, diversity, and equality, we are able to ensure everyone’s ideas are heard and valued. We are looking for candidates who share our values, Agility, Collaboration, Care, Courage, and Delivery, and are excited about driving the energy industry forward.