- Company Name
- Muller Dairy
- Job Title
- IT Technical Support Analyst
- Job Description
-
Job Title: IT Technical Support Analyst
Role Summary: Deliver first‑line support for hardware, software, and network issues, ensuring minimal downtime and optimal user productivity. Serve as the primary escalation point for unresolved problems, coordinating with IT teams to resolve higher‑level incidents.
Expactations: Provide timely, professional assistance via phone, email, or in‑person; document all tickets accurately; meet or exceed SLA targets for call handling and resolution; maintain up‑to‑date knowledge of company systems and support processes; communicate clearly with non‑technical users; collaborate with colleagues to continuously improve support workflows.
Key Responsibilities:
- Respond to user support requests, triage issues, and provide solutions for Windows/MacOS, Office 365, and peripheral devices.
- Install, configure, and troubleshoot PCs, laptops, printers, and mobile devices.
- Monitor help desk ticketing system, maintain priority levels, and follow up until closure.
- Assist with user account management, password resets, and access permissions.
- Escalate complex incidents to tier‑2/engineering teams; track progress and provide updates.
- Conduct remote support sessions and perform onsite visits as needed.
- Generate reports on incident trends, user satisfaction, and SLA compliance.
- Participate in ongoing training and knowledge base development.
- Maintain inventory of hardware and software assets; submit replacement requests.
- Support migration projects and deployment of new applications or updates.
Required Skills: Technical troubleshooting, Windows/Linux OS, Office 365, Active Directory, networking basics (TCP/IP, DHCP, DNS), remote‑desk tools, ticketing systems, excellent communication, problem‑solving, time‑management, team collaboration.
Required Education & Certifications: Bachelor’s degree in Information Technology, Computer Science, or related field preferred; CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate highly desirable.
Market drayton, United kingdom
On site
08-01-2026