Generous holiday allowance
Charity / volunteering days
Income protection insurance

IT Support Analyst

Salary Competitive plus bonus
Location Grimsby, UK
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

We are currently seeking an experienced IT Support Analyst to join our End User Services (EUS) team located in Grimsby.

 

In this role, you will report to an IT Support Team Lead and play a crucial part in bridging the gap between colleagues and the IT department. Your main focus will be on resolving IT incidents and service requests, ensuring exceptional customer service delivery, and contributing to the achievement of business objectives.

 

Please note: This position requires full-time presence (5 days per week) at our Grimsby office.

 

What will you be doing?

 

As an IT Support Analyst this team, your responsibilities will be as follows:

 

  • Receiving and managing service requests in accordance with established procedures.
  • Assessing the impact of incidents and communicating with customers.
  • Swiftly allocating calls to the appropriate channels.
  • Logging incidents and service requests, maintaining accurate records.
  • Identifying and classifying incident types and service interruptions.
  • Recording incidents, categorising them by symptom and resolution.
  • Following guidance to record and track reliability data for services.
  • Identifying and diagnosing incidents and problems.
  • Handling escalations promptly and diligently.
  • Working towards becoming a Subject Matter Expert (SME).
  • Developing and maintaining excellent relationships with end users.
  • Categorising and recording reported queries, providing solutions.
  • Supporting personnel with in-depth knowledge of the product or service.
  • Supporting problem identification.
  • Advising end users on the appropriate course of action.
  • Monitoring issues from initiation to resolution.
  • Escalating unresolved problems to a higher level of support if needed.
  • Providing essential online security advice and support.
  • Supporting first-line resolution as appropriate.
  • Providing hands-on support at locations when necessary.
  • Building and configuring End User hardware as required.
  • Creating and contributing to knowledge articles.
  • Adhering to and maintaining all relevant targets.
  • Adhering to all policies and control standards.

 

What are we looking for?

 

This role is ideal for candidates with the following skills and experiences:

 

  • Previous experience working in an IT Service Desk or end-user support team roles.
  • Comprehensive understanding of Microsoft products.
  • Competent in back-end administration of Microsoft products such as Active Directory and Azure.
  • Proficiency with Microsoft Office suite, including Word, Excel, and PowerPoint.
  • Experience in documenting processes, procedures, and knowledge articles.
  • Ability to build and configure End User hardware when necessary.
  • Provide onsite support when required, adhering to established processes.
  • Possess relevant industry experience and knowledge, or be educated to A level or equivalent standard.
  • Possession of an ITIL qualification to foundation level or demonstrable ITIL knowledge and experience (desirable).

 

In addition to the core skills/experience above, the following competencies are essential for success in this position:

 

  • Exceptional communication and customer service skills.
  • Outstanding attention to detail.
  • Adaptability during times of change.
  • Strong time management and planning abilities.
  • Capacity to prioritize workload effectively to meet targets and objectives.
  • Excellent proficiency in written and spoken English.
  • Diligent and hard-working with a positive 'can-do' attitude.
  • Problem-solving skills.
  • Self-starter capable of managing time efficiently to accomplish tasks.
  • Excellent organisational skills and time management.
  • Eagerness to train and learn new technologies.
  • Ability to thrive in a fast-paced environment and adapt to change.

 

Please note:

 

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

About IRIS

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

Why work for IRIS?

Generous holiday allowance

Charity / volunteering days

Income protection insurance

Life assurance

Employee Assistance Program

Private healthcare

Enhanced maternity pay

Additional discount
schemes

Cycle to work
scheme

Developing your career

We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:

Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.

Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.

Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.

We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.

Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.

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