IT Service Support Analyst
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
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.
Diagnosing and troubleshooting 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,
Actioning requests from the 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.
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 collaborative with the other IS Operations Teams (Applications, Infrastructure, and Networks).
IT Service Support Analysts have the following Accountabilities within the Company’s IS.
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-informed 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 meet and keeps people up to date
Ensure that records are kept up to date with accurate information
Works 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.
Ticket Handling
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
Escalation of 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
Team Working
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
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
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
Adheres to health, safety and environmental instructions and procedures and reports unsafe conditions
Support a positive health, safety and environment culture through the adoption of appropriate behaviour
Carry out New Starter Induction Sessions
Liaising 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
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 support desktop and laptop equipment
Experience in and Oil and Gas context is desirable
IT Services Lead
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.