IT Support Analyst

Ref: 353| Posted: 9th Sep 2021

IT Support Analyst

Preston – Full Time

Are you looking for your next challenge? Baxi Heating is a leading provider of environmentally friendly and efficient heating solutions across a range of leading domestic and commercial brands. We have over 150 years of experience, pride ourselves on our values and strive for earning lifetime loyalty with our customers.

We have an excellent opportunity available in our IT Department in Preston for an IT Support Analyst to join the team. The main purpose of this role is to provide a professional and customer-focused service for all our users.

As an IT Support Analyst, you will:

  • Provide onsite IT support in a manufacturing environment.
  • Be the first point of contact into the IT department, providing the requisite number of hours of cover to the support hours required by the business.
  • Respond to calls related to all IT queries, requests, hardware/software issues and problems via a variety of sources (Telephone, Email, Web Portal) and log those contacts in the appropriate Service Management tool.
  • Manage contacts logged in the Service Management tool, either in person by or via escalation to the appropriate team or person, ensuring that the “customer” is set the correct expectation in terms of actions required, timescales, and follow through, to ensure customer expectations are met.  
  • Ensure incoming contacts are logged accurately and that sufficient information is acquired to achieve a restoration service in as soon as possible.
  • Monitor Service Desk calls to ensure where possible they are closed within agreed SLA’s.
  • To contribute to overall achievements of service levels by maintaining agreed personal targets and assisting in ensuring SLAs and KPIs (Key Performance Indicators) are met.
  • Manage communications around updates, major incidents and initiatives for IT services into the BDR Thermea UK IT user community.
  • Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact.
  • Coordinating IT inductions.

Knowledge, Education and Experience Required:

  • Experience of working in an IT support role in a manufacturing environment is desired.
  • Educated to a reasonable academic level. 
  • Knowledge of Microsoft Office Applications and basic knowledge of Desktop operating systems.
  • Knowledge of Android mobile operating systems
  • Strong interpersonal and communication skills, particularly customer facing skills including listening skills and an excellent telephone manner.
  • Experience of working in a customer support environment.
  • Problem solving and analytical skills.
  • Ability to work effectively as a member of a team whilst able to understand instructions and use own initiative to work with minimum supervision.
  • Ability to follow procedures.
  • Able to assess business priorities and prioritise IT support logs.
  • Able to assess the business impact of hardware and software downtime, and schedule work or respond to customer requests accordingly.
  • Willingness to learn and be flexible.

Does this sound like you? If so we would love to hear from you!

Closing Date: Friday 24th September 2021

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Recruitment Agency notice

We operate a strict Preferred Supplier List (PSL) for the provision of recruitment services.  Only agencies on our PSL may provide CVs via our online recruitment system.  We will not accept unsolicited CVs from suppliers not currently on our PSL. We explicitly reserve the right to add candidate details from unsolicited CVs from non-PSL agencies into our own candidate database and to pursue/hire such candidate(s) without any obligation, financial or otherwise, to the agency concerned.