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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** Heavy Haul Rail Limited - **Location:** Birmingham, UK - **Salary:** £32,874.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Network Topologies, Microsoft Office, Computer Networking Systems, Computer Equipment, Hardware Infrastructure - **Published:** September 25, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5896927809 ## About the Role * MS Office 365 installation and configuration * Network topologies and technologies * Windows PC Operating systems * PC hardware technologies * Active Directory * Mobile Technologies * Good communication skills * High levels of Customer Service * Attention to detail * Problem solving skills Behavioural Competencies: Friendly and approachable. Attacks goals and objectives with drive, energy and enthusiasm Diligent completion of task to a high level Proactive approach to work, using own initiative Embraces new challenges, is hands on operationally and gets things done Sets high standards of work for self and consistently achieves these High level of integrity and openness, combined with commitment to good governance Listens attentively to others' perspectives and provides constructive feedback to enhance offerings ## Description Working within the IT Helpdesk team, the IT support analysts provide first & second line support to the business covering a wide range of products and hardware, requiring a varied skill set, covering infrastructure\network, applications, hardware, and mobile device support and provisioning., * First point of contact for IT support within the organisation * Answering and resolving service requests * Escalate service requests to the appropriate levels and assuring completion * Installing, configuring, and maintaining applications, Operating Systems and hardware components of computer and network systems * Administration of Active Directory within scope * Daily checks and assessments of systems * Control and management of the backup processes * Maintain and improve technical documentation * Participate in project when required * Participate in the on-call rota * Improve the end user experience * Occasional travel to sites * Any other duties commensurate with skills, scope, and time available. * Implement and adhere to IT and general company policies, Here, you're not one small part of a big machine. You're a key contributor with national significance and real-world impact. We want our colleagues to feel proud of the work they do, connected to our mission and empowered to shape the future of this business. As part of Heavy Haul Rail, you can expect: * Purpose that matters. Your work contributes to a cleaner, more efficient freight industry. * Opportunity to shape what's next. We're new, agile and ready to do things differently, your ideas help build our future. * A team that moves forward together. Collaboration, respect and shared ambition define how we work. * A commitment to excellence. We deliver with pride, precision and professionalism. * Room to grow. 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