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.