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IT Support


Salary Package: Negotiable
Location: Wallingford, England
Consultant: Kathy Rusher
Posted: 28/06/2019


Berry recruitment currently have a fantastic opportunity for an experienced 1st/2nd line IT Support Analyst to join our team. The team provides email and telephone support for users of our online web applications, as well as support for around 150 internal company users based in multiple physical locations internationally.

The focus of the role is split between providing 1st and 2nd line support for the internal users of the company’s IT facilities and providing 1st and 2nd line application support for users of the company’s websites.

Job Title: IT Support Analyst

Location: Wallingford

Salary: £23,000 - £24,000

Hours: Monday to Friday 9.00am – 5.30pm

You'll need to have excellent customer service experience; outstanding communication skills and ability to problem solve whilst working in a fast paced team environment and you will need to work closely with the development and infrastructure teams to escalate and resolve issues as needed, as well as working on their initiative to investigate and resolve other issues where possible.


Working as part of a team, you will be responsible for:

  • Providing internal IT support to the company’s internal users including remote assistance.

  • Maintenance and support of hardware and software used by the company, including Windows and Linux servers, desktops, laptops, tablets devices and mobile phones

  • Ensuring printers are working, running maintenance where necessary, and keeping the third party printer support informed of any issues

  • Document technical procedures for new or known processes

  • Maintaining asset records, PC builds, imaging, software installation

  • Maintain Active Directory, Office 365 & MS Teams

  • Providing a point of email and phone contact for team’s external clients

  • Participating in team projects such as desktop rollouts/updates or software installation

  • Conducting initial investigation of issues and resolve or escalate as needed

  • Tracking requests and providing client updates as needed

  • Acting upon monitoring alerts, investigating and resolving or escalating if required

  • Working with the infrastructure, software development and testing teams and 3rd party suppliers to investigate and resolve issues and fulfil requests

  • Ensuring high levels of customer service and maintaining a good user experience

  • Working with the team to ensure that all end user issues are managed in accordance with Service Level Agreements

  • Maintain the Sophos Cloud Antivirus

  • Monitoring processes and escalating issues according to the company policy

  • Configuring of VOIP telephony systems for end users

  • Helping or coaching fellow team members in order to keep them informed

  • Proactively seeking out opportunities for enhancements and propose implementation plans


  • Experience of supporting a Windows 10 environment

  • An understanding of how to provide a great customer service experience

  • Proven track record of providing excellent IT knowledge and support

  • Basic understanding of command line tools, particularly PowerShell

  • To be able to multitask and understand how to investigate and use their own initiative and have strong troubleshooting and diagnostic ability and then be able to present