Macfarlane Packaging
Coventry, Warwickshire
Help Desk Analyst (IT 1st & 2nd line support) Location: Coventry Head Office Package: Basic Salary up to £28,000 (dependent on experience) + Bonus & Flexible Benefits Package Hours: 37.5 per week (Monday to Friday only) Sector: Packaging distribution The Company We, the UK s largest packaging distributor have an exciting opportunity for an experienced Helpdesk Support Analyst to join our IT team based at our Head Office. We are a committed equal opportunities employer that champions dignity in the workplace. Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider business group. The Help Desk Analyst role Working as a key member of our Head Office based business solutions team, this is a hands-on, fast-paced help desk role, providing technical support to all our users based across 30+ sites UK wide. As such, you will be the first point of contact via phone, email, and our customer portal, required to manage internal customer liaison, pro-active feedback and responding to customer queries from ticket creation through to resolution. You must be willing to participate in a shift rota system to cover operational helpdesk hours (6am 5.30pm, Mon - Fri) and key duties will include Providing 1st/2nd line technical support in line with the business-driven SLAs Triage of Support Calls Trouble shooting, diagnosing, and resolving of application & hardware Assignment and follow-up with 2nd Line Application Support Engineers, Development Leads, and third parties where necessary Flagging common issues for problem investigation and resolution Linking of recurring Incidents to open Problems Daily/weekly monitoring checks on customer systems as per schedule Logging and organising hardware maintenance incidents with third party vendors Recurring activity / data requests from customers Creating and championing Knowledge for common issues Occasional site visits (UK wide) to provide on the ground support Maintaining system and operational documentation Executing administration tasks Data and asset management (mobile phones, iPads, laptops) Hardware diagnosis Laptop and mobile phone configuration Support of company ERP system Maintaining and reviewing the ticket-log database managing ticket status and escalating priority calls as appropriate Utilizing agency and third-party resources Do you have the correct profile? Please note we are seeking an experienced IT help desk support analyst on this occasion, so please only apply if you have 6-12 months relevant IT support/helpdesk experience. Ideally, this prior experience will already have seen you touch on many of the duties listed above (so you can hit the ground running with us). We are also seeking someone to join us who will be happy to embrace this challenge & commit at this level for at least 18 months and actively master the role inside out . Whilst we do actively promote from within, opportunities for advancement would only be forthcoming after this period of acclimatization. Please note, our role does require occasional site visits during the year (we have locations UK wide), so you must be prepared to support and participate in these as required. Having your own UK valid driving license is therefore essential to be considered. In addition, you will also ideally meet the following criteria You should have excellent customer service, strong problem-solving skills, an analytical mind, and an excellent IT technical background Due to the nature of tasks involved, security and confidentiality are paramount; an ability to work in a discreet and confidential manner is essential You should have experience of supporting Windows Server 2012, Windows 7, 8 & 10 Must have excellent skills in the Microsoft Stack (Microsoft 365, including Office Apps, Teams, SharePoint, Intune) Knowledge Local Area Networks, Wide Area Networks and Wi-Fi would be an advantage but not essential A desire to learn and embrace new technologies and a can do approach is essential We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender identity, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. Our Benefits We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits package can include: - 25 days annual leave (rising to 27 days with service) plus all public/bank holidays Additional Holiday purchasing scheme (run annually) Contributory pension scheme Geographical salary weighting available at certain specific locations Free parking at most of our site locations Annual (company paid) volunteering day Range of company cars or cash allowance (including hybrid/electric) for qualifying job roles Employee assistance program to support & advise with well-being & any issues Extensive range of training/development & potential progression opportunities Employee discount scheme (discounts on several major retail/leisure brands) Simply Health/Dental Cover option or BUPA cover for qualifying roles Enhanced HR policies relating to various employee rights & entitlements Long service awards (5-40 years) Charitable giving options Financial support with eye-tests/purchasing glasses (DSE users only) O2 Mobile discount scheme (up to 25% off) Candidate referral scheme (awards £750 for referring successful applicants to Macfarlane job vacancies) Macfarlane Group is dedicated to maximizing every employee s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement. How to apply/next steps This is an urgent appointment whereby we will be working to identify and review the best of applicants swiftly in the hope of selecting the successful candidate to commence with us ASAP. Please note that Macfarlane Group supports hybrid working where possible and we often conduct our first stage interviews via video. To make an application please simply click apply ensuring that your CV is up to date and relevant. All applications will be acknowledged, shortlisted applicants normally hearing from us within a week or two. Unsuccessful applicants will also be notified at the end of our process, although if you haven t heard from us within 2-3 weeks of applying, please assume your application has been unsuccessful. NO RECRUITMENT AGENCIES PLEASE
Help Desk Analyst (IT 1st & 2nd line support) Location: Coventry Head Office Package: Basic Salary up to £28,000 (dependent on experience) + Bonus & Flexible Benefits Package Hours: 37.5 per week (Monday to Friday only) Sector: Packaging distribution The Company We, the UK s largest packaging distributor have an exciting opportunity for an experienced Helpdesk Support Analyst to join our IT team based at our Head Office. We are a committed equal opportunities employer that champions dignity in the workplace. Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider business group. The Help Desk Analyst role Working as a key member of our Head Office based business solutions team, this is a hands-on, fast-paced help desk role, providing technical support to all our users based across 30+ sites UK wide. As such, you will be the first point of contact via phone, email, and our customer portal, required to manage internal customer liaison, pro-active feedback and responding to customer queries from ticket creation through to resolution. You must be willing to participate in a shift rota system to cover operational helpdesk hours (6am 5.30pm, Mon - Fri) and key duties will include Providing 1st/2nd line technical support in line with the business-driven SLAs Triage of Support Calls Trouble shooting, diagnosing, and resolving of application & hardware Assignment and follow-up with 2nd Line Application Support Engineers, Development Leads, and third parties where necessary Flagging common issues for problem investigation and resolution Linking of recurring Incidents to open Problems Daily/weekly monitoring checks on customer systems as per schedule Logging and organising hardware maintenance incidents with third party vendors Recurring activity / data requests from customers Creating and championing Knowledge for common issues Occasional site visits (UK wide) to provide on the ground support Maintaining system and operational documentation Executing administration tasks Data and asset management (mobile phones, iPads, laptops) Hardware diagnosis Laptop and mobile phone configuration Support of company ERP system Maintaining and reviewing the ticket-log database managing ticket status and escalating priority calls as appropriate Utilizing agency and third-party resources Do you have the correct profile? Please note we are seeking an experienced IT help desk support analyst on this occasion, so please only apply if you have 6-12 months relevant IT support/helpdesk experience. Ideally, this prior experience will already have seen you touch on many of the duties listed above (so you can hit the ground running with us). We are also seeking someone to join us who will be happy to embrace this challenge & commit at this level for at least 18 months and actively master the role inside out . Whilst we do actively promote from within, opportunities for advancement would only be forthcoming after this period of acclimatization. Please note, our role does require occasional site visits during the year (we have locations UK wide), so you must be prepared to support and participate in these as required. Having your own UK valid driving license is therefore essential to be considered. In addition, you will also ideally meet the following criteria You should have excellent customer service, strong problem-solving skills, an analytical mind, and an excellent IT technical background Due to the nature of tasks involved, security and confidentiality are paramount; an ability to work in a discreet and confidential manner is essential You should have experience of supporting Windows Server 2012, Windows 7, 8 & 10 Must have excellent skills in the Microsoft Stack (Microsoft 365, including Office Apps, Teams, SharePoint, Intune) Knowledge Local Area Networks, Wide Area Networks and Wi-Fi would be an advantage but not essential A desire to learn and embrace new technologies and a can do approach is essential We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender identity, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. Our Benefits We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits package can include: - 25 days annual leave (rising to 27 days with service) plus all public/bank holidays Additional Holiday purchasing scheme (run annually) Contributory pension scheme Geographical salary weighting available at certain specific locations Free parking at most of our site locations Annual (company paid) volunteering day Range of company cars or cash allowance (including hybrid/electric) for qualifying job roles Employee assistance program to support & advise with well-being & any issues Extensive range of training/development & potential progression opportunities Employee discount scheme (discounts on several major retail/leisure brands) Simply Health/Dental Cover option or BUPA cover for qualifying roles Enhanced HR policies relating to various employee rights & entitlements Long service awards (5-40 years) Charitable giving options Financial support with eye-tests/purchasing glasses (DSE users only) O2 Mobile discount scheme (up to 25% off) Candidate referral scheme (awards £750 for referring successful applicants to Macfarlane job vacancies) Macfarlane Group is dedicated to maximizing every employee s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement. How to apply/next steps This is an urgent appointment whereby we will be working to identify and review the best of applicants swiftly in the hope of selecting the successful candidate to commence with us ASAP. Please note that Macfarlane Group supports hybrid working where possible and we often conduct our first stage interviews via video. To make an application please simply click apply ensuring that your CV is up to date and relevant. All applications will be acknowledged, shortlisted applicants normally hearing from us within a week or two. Unsuccessful applicants will also be notified at the end of our process, although if you haven t heard from us within 2-3 weeks of applying, please assume your application has been unsuccessful. NO RECRUITMENT AGENCIES PLEASE
Somerset House
Somerset House, Strand, London, UK
We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society. Somerset House pursues a ‘Step Inside, Think Outside’ spirit and is born from the creative community we nurture - the experience and perspectives we host across background, age, race, and stage, and the intersections and crossovers we encourage. About the role: The Support Analyst is a critical part of the diverse and exciting technology operations at Somerset House. Working within the IT Department’s helpdesk function, the post holder will be a primary contact for 1st, 2nd and 3rd line IT and network support. You will help to ensure our IT services to our residents, members, and the Trust staff, are of the highest quality. You will work across a range of technologies and systems, from desktops to SaaS, maintaining ownership of cases from start to finish. Additionally, the role will have the opportunity to participate in the implementation of various IT solutions and projects as we work to improve our digital capabilities. Please note that this is an onsite role, based at Somerset House in central London, running Monday - Friday.
Responsibilities:
To be the primary point of contact for residents, members, event partners, and Trust IT support issues and requests. This includes 1st, 2nd, and 3rd line support.
Resolve all reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, conforming to SLA’s and adjusting priorities to deal with urgent issues and requests.
Monitor and manage ticket queues, alerts, automated tickets, and perform daily checks on various systems.
Proactively research and identify solutions that may benefit the team and the Trust.
Where appropriate, escalate issues to external vendors as required and monitor the escalation to ensure satisfactory resolution.
Assist in the delivery of IT services across all events and event spaces, including wired connections, wireless connections, AV components, and VoIP telephony.
Assist with the configuration of resident office moves, liaising closely with the property team, and the IT Solutions Lead.
As required, to assist in the testing and implementing of new solutions and adaptations/upgrades to IT services.
Undertake the training of Trust staff members as required.
Where occasionally required by key live events, exhibitions, and regular system maintenance taking place at Somerset House, to be able to shift working hours and days to provide support coverage.
Create and update IT and related documentation to allow retention and sharing of knowledge within the team and the Trust.
Participate as a team player in the support of colleagues within the department and across the Trust’s operations.
Undertake other duties that may be asked of you from time to time.
Skills, knowledge & expertise required for the role:
Experience :
Demonstrable technical knowledge of working in an IT service desk or team.
Demonstrable knowledge supporting and installing operating systems (Windows 10/11 primarily, some Windows Server 2012/2016/2019, some Mac OS) and standard productivity applications (Office 365, Teams, OneDrive, Adobe, AutoCAD, etc.).
Demonstrable knowledge supporting desktop hardware (primarily Dell laptops) and mobile devices (iOS and Android mobile phones and tablets).
Supporting of Active Directory, Office 365 (including Exchange), and Azure users, including password resets, account creation, and group policies.
Demonstrable knowledge of cyber security concepts and best practice, including Multi Factor Authentication, phishing, ransomware, passwords, firewalls, social engineering.
ITIL Foundation certification and technical Microsoft qualifications are desirable.
Skills :
A good knowledge of network infrastructure, both wired and wireless.
A good knowledge of logical network concepts, including VLANs, IPs, DNS and DHCP.
Strong communication skills with the flexibility to deal with a varied customer base.
Coaching or training end users in technical expertise.
Knowledge of VoIP telephony.
Knowledge of system backups, for example, Microsoft Azure Backup Service.
Skills in supporting a range of specific solutions are desirable, including hypervisors (Hyper-V), Cisco Meraki, Mimecast, Bitdefender, AlienVault SIEM, PaperCut, PRTG, Jira, EPOS systems, PDQ Deploy, Access Finance, Nexudus, Priava or similar events management software, and Tessitura.
As part of the recruitment process, there will be a practical task to help us assess hands-on technical skills.
Benefits to working at Somerset House:
Mental Health & Wellbeing - Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed- Mental health support and guidance from our in-house trained Mental Health First Aiders - Hybrid working based on having 3 days in the office per week (pro rata if part-time) - Contribution towards eye tests and glasses - Trust life insurance scheme Holiday - Enhanced annual leave – 25 days plus bank holidays - Birthday leave - additional day leave on or within a week of your birthday- Festive day - additional discretionary day off around the Christmas period Other Leave - Sick leave – 20 days full pay, followed by 20 days half pay - Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent- Enhanced maternity pay Pension - 8% employer pension contributions- No minimum requirement for employee contributions- Option for salary exchange- Interest-free loans- Season ticket loan- Cycle to Work scheme Discounts, offers and free stuff - The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites - Discounts in Somerset House cafes and restaurants - Discounts with various high street retailers and restaurants - Discount to local leisure centres
About Somerset House Trust
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
The Trust reserves the right to close a job before its application deadline. Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all and we value the unique skills of everyone. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity and inclusion in our workplace, so if you’re a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background. Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here . We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society. With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the creative economy and the Trust.We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process and reinforces our commitment to focus on skills and qualifications of all applications from the start. Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.
We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society. Somerset House pursues a ‘Step Inside, Think Outside’ spirit and is born from the creative community we nurture - the experience and perspectives we host across background, age, race, and stage, and the intersections and crossovers we encourage. About the role: The Support Analyst is a critical part of the diverse and exciting technology operations at Somerset House. Working within the IT Department’s helpdesk function, the post holder will be a primary contact for 1st, 2nd and 3rd line IT and network support. You will help to ensure our IT services to our residents, members, and the Trust staff, are of the highest quality. You will work across a range of technologies and systems, from desktops to SaaS, maintaining ownership of cases from start to finish. Additionally, the role will have the opportunity to participate in the implementation of various IT solutions and projects as we work to improve our digital capabilities. Please note that this is an onsite role, based at Somerset House in central London, running Monday - Friday.
Responsibilities:
To be the primary point of contact for residents, members, event partners, and Trust IT support issues and requests. This includes 1st, 2nd, and 3rd line support.
Resolve all reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, conforming to SLA’s and adjusting priorities to deal with urgent issues and requests.
Monitor and manage ticket queues, alerts, automated tickets, and perform daily checks on various systems.
Proactively research and identify solutions that may benefit the team and the Trust.
Where appropriate, escalate issues to external vendors as required and monitor the escalation to ensure satisfactory resolution.
Assist in the delivery of IT services across all events and event spaces, including wired connections, wireless connections, AV components, and VoIP telephony.
Assist with the configuration of resident office moves, liaising closely with the property team, and the IT Solutions Lead.
As required, to assist in the testing and implementing of new solutions and adaptations/upgrades to IT services.
Undertake the training of Trust staff members as required.
Where occasionally required by key live events, exhibitions, and regular system maintenance taking place at Somerset House, to be able to shift working hours and days to provide support coverage.
Create and update IT and related documentation to allow retention and sharing of knowledge within the team and the Trust.
Participate as a team player in the support of colleagues within the department and across the Trust’s operations.
Undertake other duties that may be asked of you from time to time.
Skills, knowledge & expertise required for the role:
Experience :
Demonstrable technical knowledge of working in an IT service desk or team.
Demonstrable knowledge supporting and installing operating systems (Windows 10/11 primarily, some Windows Server 2012/2016/2019, some Mac OS) and standard productivity applications (Office 365, Teams, OneDrive, Adobe, AutoCAD, etc.).
Demonstrable knowledge supporting desktop hardware (primarily Dell laptops) and mobile devices (iOS and Android mobile phones and tablets).
Supporting of Active Directory, Office 365 (including Exchange), and Azure users, including password resets, account creation, and group policies.
Demonstrable knowledge of cyber security concepts and best practice, including Multi Factor Authentication, phishing, ransomware, passwords, firewalls, social engineering.
ITIL Foundation certification and technical Microsoft qualifications are desirable.
Skills :
A good knowledge of network infrastructure, both wired and wireless.
A good knowledge of logical network concepts, including VLANs, IPs, DNS and DHCP.
Strong communication skills with the flexibility to deal with a varied customer base.
Coaching or training end users in technical expertise.
Knowledge of VoIP telephony.
Knowledge of system backups, for example, Microsoft Azure Backup Service.
Skills in supporting a range of specific solutions are desirable, including hypervisors (Hyper-V), Cisco Meraki, Mimecast, Bitdefender, AlienVault SIEM, PaperCut, PRTG, Jira, EPOS systems, PDQ Deploy, Access Finance, Nexudus, Priava or similar events management software, and Tessitura.
As part of the recruitment process, there will be a practical task to help us assess hands-on technical skills.
Benefits to working at Somerset House:
Mental Health & Wellbeing - Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed- Mental health support and guidance from our in-house trained Mental Health First Aiders - Hybrid working based on having 3 days in the office per week (pro rata if part-time) - Contribution towards eye tests and glasses - Trust life insurance scheme Holiday - Enhanced annual leave – 25 days plus bank holidays - Birthday leave - additional day leave on or within a week of your birthday- Festive day - additional discretionary day off around the Christmas period Other Leave - Sick leave – 20 days full pay, followed by 20 days half pay - Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent- Enhanced maternity pay Pension - 8% employer pension contributions- No minimum requirement for employee contributions- Option for salary exchange- Interest-free loans- Season ticket loan- Cycle to Work scheme Discounts, offers and free stuff - The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites - Discounts in Somerset House cafes and restaurants - Discounts with various high street retailers and restaurants - Discount to local leisure centres
About Somerset House Trust
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
The Trust reserves the right to close a job before its application deadline. Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all and we value the unique skills of everyone. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity and inclusion in our workplace, so if you’re a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background. Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here . We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society. With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the creative economy and the Trust.We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process and reinforces our commitment to focus on skills and qualifications of all applications from the start. Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.