Reporting to the ICT Service Delivery Manager, the ICT Support Analyst will be part of the ICT onsite services and support team. They be a visible point of contact for our internal customers that use our services. They will ensure that all requests are properly logged, tracked, escalated, or directly dealt with in a prompt and professional manner.

Utilising their technical expertise and excellent communication skills they will capture, document, and follow up on all queries across the ICT estate from software, hardware, network, and business system requests. They will deliver exceptional levels of customer service and execute the strategy and plans laid out by the ICT Service Delivery Manager. The ICT Support Analyst will be meticulously organised and ensure all ICT support documentation is well maintained, up to date, and accurate.

Development – ICT Infrastructure

The ICT Support Analyst will take the lead on providing support to the Group Infrastructure Manager and be the first escalation point for infrastructure requests and incidents.  Where necessary, full training will be provided, including support to develop the individual’s professional training, development, and qualifications in this area.

Key Responsibilities:

  • End to end case management for incidents and requests.
  • Directly assess and troubleshoot customer queries with a view to directly resolving or facilitating a prompt resolution using third parties and colleagues where required.
  • Incident and problem management - capturing and categorise incidents, and recurring incidents (problems) with a view to reducing the volume of incidents overall.
  • Act as escalation point for ICT Support Analyst function in relation to Infrastructure requests.
  • Liaise with internal and external parties in relation to support and infrastructure queries.
  • Execute incident and problem management framework as instructed by the Service Delivery Manager.
  • Deliver exceptional levels of customer service to internal customers.
  • Strict adherence to internal ICT controls.
  • Monitor ICT Service Desk compliance issues, taking remedial action or escalating as needed.
  • Strict maintenance of all ICT Support Analyst documentation, including upkeep of ICT Support procedures, asset records, IP addressing records, and all other critical documentation.
  • Pro-actively assess and suggest improvement opportunities in relation to the smooth operation of our group IT infrastructure and systems.
  • Ensure all incidents and requests are properly logged and categorised in alignment with group needs.
  • Support the Group Infrastructure Manager as required, delivering actions as defined in the overall infrastructure strategy.

 Our Ideal Candidate

Ideally you will have some experience working with PC, Server, and LAN / WAN technologies or possess qualifications in a relevant area (Degree, professional, or similar).  You will be technically astute and have an eagerness to learn and develop skills in an IT support role.

Having the following skills would be a distinct advantage:

  • Powershell and batch scripting
  • Cyber Security concepts
  • Active Directory Domain Services
  • Advanced networking and routing

You should have a positive, can-do attitude and the ability to build relationships quickly across all levels of the organisation. You will have strong problem-solving skills as well as the ability to manage your time and conflicting priorities. You will have excellent communication skills, both written and verbal.

A driving licence and access to a car are essential as there will be travel across the Group’s sites in West Central Scotland. A significant degree of flexibility is required as is the ability to work additional hours from time to time

What is on offer:

This role will be contracted for 40 hours per week, working a flexible shift pattern of early, day, and late shifts, rotated each week. This is to cover our core operational business hours, covering the following shifts (the below includes a 1 hour lunch break).

  • Early shift covers 06:00 to 15:00
  • Day shift 08:00 to 17.00
  • Late shift 09:00 to 18:00.

Shifts are rotated between the support team each week, and although some flexibility will be required, the early shift is usually based at our Coatbridge operation, and early / late shifts based out of our head office at Hillington.

To cover our 24/7 transport operations, the successful candidate will also be on call every third week to cover emergency out of hours support. There may be some travel required to our other group sites as and when required.

We will offer you a competitive package and the opportunity to develop an exciting and rewarding career with one of the UK's leading private logistics companies, supporting a wide range of transport and logistics systems.

Please outline your salary expectations with your application.

Please apply by emailing david.jones@johngrussell.co.uk