IT Support Analyst – South Leeds – Medical Biz Est. 100+ Years REF 1096

October 31, 2023
Leeds, United Kingdom
Job Type
Work Hours
1st Line Support
Medical Manufacturing
Any MS Certification
1st Line Support
Contact number
0113 299 0570
Pension / 20 Days Holidays / Discounts / On-site Food Hub / Free Parking
West Yorkshire


Education Requirements - none required - qualifications and experience preferred

Experience Requirements - see below

Industry - Health related Manufacturing

Qualifications - Ideally Microsoft

Responsibilities - IT support 1st Line Technician Skills

Skills - see below

Work Hours - 9-5:30pm


Holidays = 20 days + Statutory Bank Holidays

Long service = Annual leave will increase by 1 day per year until a max of 26 days.  An additional 2 days at 10 years service, certificate and plaque.

A gift voucher at 20 years + certificate + plaque

Employee of the Year awards = award ceremony, exclusive meal, plaque + bonus

Parking = there is parking at our HQ, CCTV monitored with 6 to 8 EV bays

Food = Hub for hot & cold food and drinks, relaxed meetings (covid depending)

Pension = Standard auto enrolment contributions.

Rewards = Employee rewards system from Reward Gateway which can give discounts on many shops, cinemas, gyms, restaurants, vouchers etc

Peer to Peer recognition vouchers

Bike to work scheme


We have an opening in our IT Support department for an IT Support Technician working at a 1st or 2nd line level. This role is ideal for an IT Support engineer with experience in network and storage infrastructure, looking to develop your first/second line skills.

The ideal candidate will have previous experience in IT SupportHelpdesk with solid Customer Service experience and preferably be Microsoft certified10


  • Provide technical support, answering support queries either onsite or via phone or email.
  • Maintain a high degree of customer service for all support queries.
  • Take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
  • Log all calls on the call logging system and maintain full documentation.
  • Respond to enquiries from clients and help them resolve any hardware or software problems.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • Support and aid the development of less senior members of the team.
  • Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Leader.
  • Manage workloads and notify the IT Project & Support Team Leader when KPI/Targets are going to be breached.
  • Allocate more complex service issues to the relevant IT Support team member.
  • Raise any security concerns to the IT Project & Support Team Leader.
  • Maintain reports and logs in line with departmental policy.
  • Obtain quotes and process orders in line with departmental policy.
  • Setting up and configuring new laptops and desktops.
  • Installing authorised software to laptops and desktops.
  • Configure/maintain computer systems, networks and peripherals as instructed.
  • If required, undertake trips to other sites - mostly local (and maintain a valid UK driving licence) - Vehicle will be provided
  • Keep abreast of IT Trends and engage with IT Project & Support Team Leader to develop personal development plans.
  • Any other duties as requested by the IT Project & Support Team Leader.

Skills beneficial to the role"

  • ITIL Certified
  • Must hold a valid UK driving licence
  • Active Directory user and computer administration
  • Windows desktop and Windows Server administration
  • Microsoft 365 and Microsoft Azure experience, including Exchange Online, SharePoint Online and Microsoft Teams
  • General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
  • Experienced with hardware troubleshooting across a range of devices.
  • Exceptional Customer Service skills with good telephone manner
  • Proven experience working within IT service delivery
  • Excellent troubleshooting and problem-solving skills
  • Excellent ability to transfer knowledge within a team
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