IT Service Support Analyst in Barrow in Furness

Our Client are looking for an experienced IT Service Support Analyst to join their team on a contract basis in Barrow-in-Furness, Cumbria, UK. The role and responsibilities will include but are not limited to the following:

• Temporary Contract - PAYE Start May 2026 12 months
• Providing technical support and assistance to users within the business offering prompt and accurate feedback.
• Prioritising customer focus, demonstrating empathy, effective communication, and prompt responsiveness.
• Establishing trustful relationships with business customers and offering advice to optimise technology use.
• Diagnosing and troubleshooting software and hardware issues on the End User Compute (EUC) environment.
• Actioning requests from users related to IT software and hardware following company processes and policies.
• Educating users on the efficient use of software and IT hardware resources provided within the business.
• Ensuring that the company's EUC environment is running smoothly and efficiently through following IS processes and procedures.
• Collaborating with other IS Operations Teams (Applications, Infrastructure, and Networks).
• Managing a multitask workload and prioritising tasks correctly to ensure timely closure of incidents and requests.
• Maintaining 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.
• Using the company service management software for handling requests and incidents, ensuring that clear and relevant updates are logged.
• Responding to incidents and requests according to agreed SLAs.
• Escalating calls internally or externally to service teams and other suppliers.
• Liaising with customers through various means (e.g. in person, verbally, by IM/email).
• Ensuring users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays.
• Closing tickets to the satisfaction of the customer.
• Following agreed team processes to ensure the team is working as one.
• Working collaboratively with colleagues in the local team as well as the wider IS department.
• Contributing ideas to the betterment of the team and wider service.
• Supporting Windows desktop operating system and Desktop and Laptop hardware.
• Supporting Multi-Function Printing devices and Apple iOS and Android mobile devices.
• Installing applications either through deployment tools or manual installation.
• Assisting with support of applications and administration of services following defined processes and standards.
• Supporting the use of videoconferencing and telephony equipment as required.
• Setting up ad hoc IT equipment such as temporary computers, screens, video conference, and administration of loan equipment.
• Occasional deployment of equipment in offshore locations and other office locations.
• Adhering to health, safety and environmental instructions and procedures and reporting unsafe conditions.
• Carrying out New Starter Induction Sessions.
• Liaising with the wider IS Team for support in the closure of issues and requests as needed.
• Operating according to IS Policies, Standards, and Procedures.
• Acting as an advocate of the IS Policies, Standards, and Procedures to the business.
• Participating in the upkeep and review of processes and procedures related to the role.
• Assisting the administration of an accurate record keeping of company IT assets.
• Completing daily systems administration tasks such as logs and checks.
• Acting as mentor for new team members or temp backfill resources.
• Providing 24/7 on-call if required.
• Administering moves, additions and changes for End User Compute Hardware.
• Coordinating with vendors for the repair of IT hardware malfunctions.

Competencies and Qualifications:

• IT technical competencies: Desktop PC, Tablet and Laptop support operations.
• Day to Day support of Microsoft 365 services.
• Active Directory user admin.
• 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.
• Excellent written communications skills.
• Excellent interpersonal and relationship management skills.
• A systematic, disciplined and analytical approach.
• SQA Higher qualification or equivalent.
• Experience of deploying and supporting desktop and laptop equipment.
• Experience in an Oil and Gas context is desirable.

The successful incumbent will be required to partake in an on-call rota. Candidates must have The Right to Work in the UK as no sponsorship is available.