IT Support Analyst

As a IT Support Analyst, reporting to the IT Service Manager, be responsible for the availability and operational delivery of Vacuum Technology Business Area (VT BA) IT systems and services at VT BA site facilities EMEA primarily to UK and Ireland to the agreed levels of service (SLA), taking account of the changing or variable, demands of the business and seeking continuously and proactively to improve services in the most cost-effective and timely manner.

You will

• Deliver second-line IT support to end users across Burgess Hill and regional EMEA sites including UK and Ireland, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
• Respond to incidents and service requests escalated from the global Service Desk ensuring timely resolution and accurate documentation in line with ITIL® processes.
• Carry out device lifecycle management including procurement, imaging, deployment, patching, and decommissioning using tools such as Intune, SCCM, and Autopilot.
• Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
• Liaise with network and server teams for site-level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity and other needed requests.
• Maintain an accurate hardware/software asset inventory and CMDB records, using ServiceNow and Power BI reporting for compliance, hygiene, and audit tracking.

Do you have experience in Windows?, Do you have a Bachelor’s degree?, * 2+ years’ experience in a second-line IT support or desktop support role within a multi-site or regional organisation.

• Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
• Proficiency in using ITSM platforms (preferably ServiceNow) to manage incidents, requests, and assets.
• Experience with Microsoft Intune, SCCM, and Autopilot for managing and deploying devices.
• Strong understanding of ITIL-based practices including incident management, service requests, knowledge creation, and change management.
• Basic understanding of networking principles (TCP/IP, DHCP, OSI model), Wi-Fi access, and cabling standards.
• Familiarity with Active Directory and Azure AD concepts.
• Clear and effective communicator, both written and verbal, with experience in creating documentation and service descriptions.