IT Service Support Analyst

Are you someone who thrives on solving problems and delivering top-notch support? Do you enjoy helping others navigate through technological changes with ease and confidence?

We are offering an exciting opportunity for a driven IT professional to join our team and make a real impact on the future of technology across our business and pub estate.

As our IT Service Support Analyst, you will be at the heart of keeping our technology running smoothly. From setting up workstations to troubleshooting and resolving technical challenges, you’ll play a key role in delivering exceptional IT support. Working closely with a small, dynamic team of three, you’ll ensure that all office devices are installed, configured, and maintained efficiently, helping us stay on top of our tech game.

If you’re passionate about delivering best-in-class service and want to be hands-on in transforming how we work, this could be the perfect role for you!

What's in it for you?

• Competitive salary
• Company laptop and mobile phone (and any other specialist equipment) to assist with the proper performance of your duties
• 25% discount on food at Shepherd Neame Managed Houses
• 25% discount on overnight Managed House Hotel bookings
• Up to 40% discount on select purchases from the Visitor Centre Shop at Faversham
• Sheps Hut discounts and special offers hub on 100s of high street shops and services to help your monthly pay go even further
• Financial wellbeing app and early wage withdrawal scheme
• Generous Company Pension plan
• Share Incentive Plan
• Access to a Mental Wellbeing Platform
• 25 days holiday (+ bank holidays)
• Working Hours: Full-time, 37.5 hours per week. 08:30 - 17:00, Monday to Friday with 1 hour lunch (unpaid).

Duties & Responsibilities:

• Provide best-in-class first-line (Service Desk) and second-line to all team members and stakeholders within service level agreements
• Assist the infrastructure team with third-line support tasks as and when needed.
• Handle Service Desk enquiries intelligently, managing tickets, and deploying approved tools and services per our internal processes, ensuring reliability
• Guide team members to utilise the IT Service Desk as the point of contact for all IT issues
• Set up new users and manage login profiles, roles, permissions, and data resources
• Monitor user devices, services, and network connectivity, collaborating with IT teams and third parties
• Physical set-up of workstations and devices with installation and testing of platforms and tools
• Maintain, repair, redeploy, and appropriately dispose of retired equipment
• Contribute to standard operating procedures and assist in training team members and customers
• Keep support documentation up to date
• Perform administrative tasks, maintain relevant schedules & raise POs for approval
• Make suggestions for improving support and processes
• Assist in other areas as necessary

The ideal candidate:

• Demonstrable experience in an IT Service Desk role or similar role
• Operational knowledge of PCs, servers, printers, and basic networking.
• Technical proficiency at the 2nd/3rd line level with Windows 10 and 11.
• Working knowledge of Microsoft 365 and MS Teams (Excel, Word, Outlook). Knowledge of PowerApps and Forms is advantageous
• Experience using MS365 Admin and MS365 Exchange. Knowledge of MS SharePoint is desirable
• Understanding of SAP or ERP & BI tools is beneficial.
• Knowledge of ITIL is advantageous, with relevant MCP/MCSE certification.
• Strong ticket management skills, attention to detail, accuracy, and adherence to process.
• Excellent communication skills, both client-facing and customer-facing.
• Inquisitive and curious mindset, thrive working in a fast-paced, agile environment and resolve unplanned incidents quickly
• Adaptable to changes in technology and approach to effectively manage competing demands
• Excellent technical and problem-solving skills.
• Willingness to challenge the status quo and be a critical friend to key stakeholders.

Shepherd Neame may be Britain’s oldest brewer but our approach is anything but old-fashioned. We are an authentic, independent business, yet flexible and agile, and that has enabled us to survive and thrive based on the following Sheps Skills:

• Working Together
• Pride and Passion
• Authenticity
• Sheps Spirit

Who are we?
Britain’s oldest brewer, Shepherd Neame, has been based in the market town of Faversham, Kent for over 300 years. An independent family business, we boast an award-winning visitor centre and more than 300 pubs and hotels throughout London and the South East, from the historic heart of the City to the Kent coastline. We employ around 1,500 team members across our pub estate and more than 270 at our Brewery and Support Office.

Diversity, equality, and inclusion matter to Shepherd Neame. If you think you would be suited this role we would welcome your application regardless of age, disability status, ethnicity, gender, religion or sexual orientation. We strive to provide an inclusive and supportive working environment where all employees feel respected and supported in fulfilling their potential.