It Support Analyst

Role overview
IT Support Analyst
James, our IT Support Manager, is looking to recruit an IT Support Analyst to bolster his team, based at Norton Canes Motorway
Service Area on the M6 Toll Road near Cannock.
Working within the team, you will be responsible for supporting the business to resolve day to day queries which include; fault
finding, diagnostics, fault resolution, equipment installation, in addition to any associated IT administration. The successful
applicant will man Roadchef's IT help desk but may be required to work from or visit sites in relation to activities
and participate in an out of hours support rota.
The role in question is offering a competitive salary of up to £27,000 (depending on experience).
Plus here are a few other benefits we provide:
* £1 meals whilst on duty
* Up to 70% discount for you, family and friends at all Roadchef sites
* A cash bonus for every friend you refer
* Discounts on many high street and online stores via our Hapi app
* Free onsite parking
* Contributory pension after 3 months
* Access to Occupational Health support
* Employee Assistance program
* Mental Health First Aiders
* Great development opportunities - 65% of our current Managers joined us as Team Members
Responsibilities for an IT Support Analyst will include:
* Participate in support rota and provide telephone and email support to end users during busy periods, aiming to provide a first
time fix to all callers within agreed SLA’s.
* Provide advice to users on the use of IT equipment, data storage, printing and core applications where appropriate.
* Carry out analysis and document business/user requirements for new requests.
* Maintain IT configuration/asset records.
* Develop support skills in telephony/network/desktop/server technologies and cloud hosted services.
* Maintenance of Roadchef IT call queue and generic email address to ensure user requests and calls are dealt with in a timely
manner.
* Assist in support of all Roadchef IT core services to include SAP, SQL, Office 365, Uniware/ WRS till systems via a portal,
Google Apps, WAN, WLAN, LAN, Servers, Desktops, Laptops and Mobile Devices such as Smartphones and Tablets.
* Assist the IT Support Manager with project related tasks.
* Liaising with users regarding support of Hardware/Software/Telecommunications equipment; solving where possible or passing to
other support partners where appropriate.
We would love you to have the following experience:
* Strong experience with Group Policy, SCCM, MDT/WDS, Cisco Meraki switches, Terminal Services technology, Cloud IT Services such
as Azure, AWS and hosted desktops, Windows 10, 11, Chrome OS, Windows Server, SQL, SAP, Office 365, Gmail, Google apps suite,
Active Directory, Laptops, Desktops, local/network Printers.
* Excellent customer service skills are a must along with good problem solving ability.
* Completed formal IT training or self-trained with some commercial support experience.
* Ability to keep calm under pressure and deal with user requests in an appropriate manner.
* Ability to build relationships quickly and must be comfortable communicating at all levels
* Exposure to project planning/coordination.
Who are we?
Roadchef is the only Motorway services provider to hold the Platinum Investors in People accreditation and recognised as one of
the top 25 Best Big Companies to work for 2023 with a 2 star accreditation.
People come first in everything we do and we are proud that 65% of our Managers have been developed through our internal training
programmes.