IT Service Support Analyst

As IT Service Support Analyst, you’ll be the primary point of contact for IT incidents, service requests, and technical enquiries, delivering a high-quality, customer-focused support experience. You’ll take ownership of the triage, prioritisation, diagnosis, and resolution of hardware, software, network, and application issues through a blended first and second line support model, generally provided remotely, delivering meaningful outcomes for our business, our customers, and the industries we serve.

This role is within our IT Service Delivery organisation and is responsible for ensuring incidents and service requests are managed efficiently in line with agreed service levels, while maintaining clear communication, ownership, and a strong customer focus throughout the lifecycle.

This role is focused on customer experience across our regional locations, delivering incident management, technical support, operational stability, and continual improvement.

The role builds and maintains strong relationships with customers, colleagues, and external partners, recognising that trust, communication, and collaboration are essential to understanding needs, resolving issues effectively, and delivering a high-quality service experience.

We’re looking for someone who brings:

• Windows operating systems, server and client operating systems.
• Microsoft technologies including Microsoft 365, Active Directory, Microsoft Entra ID, Group Policy, Active Directory, Exchange, NTFS and File Sharing permissions.
• Device imaging, builds, provisioning, configuring, deploying, and supporting end-user devices, including laptops, desktops, mobile devices, and peripherals.
• Software deployment, patch management, and endpoint lifecycles.
• Ability to diagnose and troubleshoot hardware, operating system, application, and device performance issues.
• Networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and remote access technologies.
• Experience supporting endpoint security and device management solutions, including AV, EDR, Microsoft Defender, CrowdStrike Falcon, Intune (or equivalent), alongside a sound understanding of IT security principles, access management, MFA, and data protection.
• Familiarity with platforms such as HaloITSM / ServiceNow or equivalent tools.
• Working experience, along with a strong understanding of ITIL Incident, Request, Problem, Knowledge, Change and Major Incident Management processes.
• Experience in meeting SLA and KPI performance standards., * GCSEs (or equivalent), including English and Maths, or equivalent relevant experience in an IT support environment
• Microsoft, CompTIA (A+, Network+), or other relevant technical certifications
• Qualifications or training in endpoint management, device provisioning, or modern workplace technologies (e.g., Microsoft Intune, Autopilot, Microsoft 365)
• Minimum of 3 years’ experience in a customer facing role supporting a Windows based environment
• ITIL Foundation certification
• Degree, Diploma, BTEC, or equivalent qualification in Information Technology, Computer Science, or a related discipline
• Additional European language skill is welcome
• Basic PowerShell scripts/automation

• Competitive salary and benefits package

At Bodycote, we’re more than the world’s leading provider of heat treatment and specialist thermal processing services. We’re a people business at heart. Our commitment to innovation and sustainability shapes everything we do. With a global footprint and a culture built on collaboration, curiosity, and continuous improvement, we create an environment where you can grow, contribute, and make a meaningful impact. Sustainability is central to our future. We’re on an ambitious journey to reduce our environmental impact through advanced technologies, smarter processes, and ongoing innovation, with our teams around the world playing a key role in making that happen.