IT Support Analyst

Building a sustainable tomorrow

What if your next job wasn’t just another job?
What if it brought more purpose, more growth, more balance – and more time for what really matters? BAM is where you can do your best work on projects that improve people’s lives. And it's also where you’ll find the freedom to grow, the support to thrive, and the chance to shape your career on your terms.

We are seeking an ICT Support Analyst to join our IT Services team to support the ever-growing needs of our business.

This will be a hybrid role with 3 days per week based at our Fore regional office in Solihull and will require to support our projects in the Midlands region including eastern regions of the UK.

Making Possible

•    Ensure timely response & resolution of customer incidents and service requests are carried out with business-agreed SLAs.
•    Maintain a high standard of customer service to deliver this support to our business.
•    Create, log, update, prioritise and resolve incidents or service requests.
•    Support and collaborate with colleagues, sharing workload and knowledge.
•    Work with the rest of IT Services on improvements to the services we provide.
•    Identify incidents that may lead to a Major Incident or Problem call using ITIL best practices.
Your technical responsibilities will include:
Providing 2nd line support in areas such as:
•    Office 365 administration and troubleshooting including MFA
•    Installation and diagnosis of company-approved software.
•    Supporting projects regional office and site print solutions.
•    Investigation and triage of network faults; notify Infrastructure when required.
•    Hardware & Software troubleshooting
•    Triage incidents and reassign them via agreed escalation paths as required.
•    Supporting JVs that are utilising BAM UK& I services.
•    Poly Video Conferencing via Teams Provisioning
•    Building laptops using Autopilot
•    Previous ITSM experience
•    Print devices, Uniflow, scanning
•    Strong network fundamentals including VPN troubleshooting.
•    Azure Entra ID/Active Directory Administration
•    Intune Administration
•    Knowledge Management creation and maintenance 
•    Remote Control Tools
•    Server Fundamentals
•    SharePoint
Proactive awareness and alerting of:
•    New software requests.
•    Security breaches.

Your team

This will be a hybrid role with 3 days per week based at our Fore regional office in Solihull and will require to support our projects in the Midlands region including eastern regions of the UK.

Reporting to the IT Foundation Level 2 Support Team Lead your general responsibilities will include:
•    Supporting the day-to-day operations of the BAM IT Services (UK & Ireland) team by providing effective 2nd line support utilising 

What’s in it for you?

In addition to a competitive salary and benefits package, we provide continuing learning and development opportunities within a creative and considerate work environment.

What do you bring to the role?

•    ITIL foundation qualification or good sound knowledge.
•    Experienced in Windows 10 and 11.
•    Understanding of MS Server 2016+ specifically Active Directory/Entra ID and folder permissions.
•    Office 365 experience would be beneficial.
•    Understanding of VPN, WAN and LAN plus diagnosing faults.
•    Strong focus on customer service with the ability to manage customer expectations, prioritise conflicting demands and resolve customer tasks via our AskIT ServiceNow system.
•    Highly motivated with a flexible approach.
•    A willingness to continually develop levels of knowledge.
•    Ability to support staff at different levels of ICT knowledge and experience.    
•    Excellent time management and organisational skills with the ability to achieve results.
•    Full UK Driving license