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

The IT Service Support Analyst is responsible for providing technical support and assistance to users within the business 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. Responsibilities include:

• 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).

Accountabilities within the Company's IS include:

• Customer Focus
• Empathy: The ability to understand and share the feelings of others.
• Communication: Conveying information clearly and effectively.
• Responsiveness: Reacting quickly and positively to customer inquiries and issues.
• Ability to manage a multitask workload.
• Prioritising tasks correctly to ensure timely closure of incidents and requests.
• Maintaining up-to-date records with accurate information.
• Working effectively with tools provided to carry out the role.
• Maintaining good housekeeping in work areas.

Ticket Handling

• Use of the company service management software for handling requests and incidents.
• Responding to incidents and requests according to agreed SLAs.
• Escalation of 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.
• Closing tickets to the satisfaction of the customer.

Team Working

• Following agreed team processes to ensure collaboration.
• Contributing ideas to the betterment of the team and wider service.

IT Technical Essentials

• 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.
• Assisting with support of applications.
• 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 and screens.
• Occasional deployment of equipment in offshore locations.
• Adhering to health, safety and environmental instructions and procedures.
• Carrying out New Starter Induction Sessions.
• Liaising with the wider IS Team for support in the closure of issues and requests.
• Operating according to IS Policies, Standards, and Procedures.
• Participating in the upkeep and review of processes and procedures related to the role.
• Assisting in the administration of an accurate record keeping of company IT assets.
• Completion of daily systems administration tasks.
• Acting as a mentor for new team members.
• 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 and colleagues.
• Well organised with the ability to effectively prioritise work.
• 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.