User Support Analyst

User Support Analyst - IT

Are you passionate about technology, problem solving,and delivering excellentcustomer experience?

We’relooking for a User Support Analystto join our IT team at DHL International (UK) Ltd. This is an opportunity to combine hands-on user support with desktop, infrastructureand network responsibilities, helping colleagues stay connected and productive while supporting the reliability of our IT environment.

What will you be doing?

As a User Support Analyst, you’llprovide telephone and on-site technical support, diagnosing and resolving incidents and service requests in line with agreed service levels. Your role will cover desktop, server, domain, security,and network services.

Your key responsibilities will include:

• -Diagnosing and resolving hardware, operating systems, software,and network-related issues.

• -Installing, configuringand supporting desktop systems, laptops,and associated applications.

• -Supporting user and system administration through Active Directory.

• -Monitoring LAN, WAN, Wi-Fi and connectivity services, carrying out routine health checks,and investigating incidents.

• -Supporting approved network changes, maintenance activities, implementations, upgrades,and migrations.

• -Escalating critical or unresolved network incidents through the appropriate supportchannels.

• -Raising and tracking support tickets with external network and telecommunications providers.

• -Supporting Citrix thin client environments, printers, data backup and restore activities.

• -Supporting software and patch deployment across local and regional systems.

• -Maintaining accuratenetwork documentation, diagrams, configuration records,and asset information.

• -Supporting senior management and directors with desktop and connectivity issues, including at off-site seminars and conferences.

• -Contributing to IT projects, infrastructure builds,and continuous service improvement.

What are we looking for?

You’llbe someone who enjoys getting to the root of technical issues while providing greatexperiencefor your customers. You’llneed a systematic and analytical approach to problem solving, strong communicationskillsand the ability to quickly absorb new technical information.

Ideally, you’llbring:

• 2-3 years’ experience in a similar role, with a generalist IT background of five years.

• Proficient knowledge of PC and server infrastructure.

• Strong Active Directoryadministration skills.

• Proficiencyin networking technologies including TCP/IP, DNS,and DHCP.

• Working knowledge of network monitoring and operational support across LAN, WAN, Wi-Fiand connectivity services.

• Experience supporting Citrix inthin client environments.

• Knowledge of PC/server backup and imaging technology.

• Knowledge of Microsoft Outlook / Microsoft 365setup.

• Experience maintainingnetwork diagrams, configuration records,and asset databases.

• Experience coordinating supplier support tickets.

• Awareness of ITIL and change management principles.

• Scripting knowledge, such as VB Script, would be beneficial.

• MCSA, MCSE,or MCITP accreditation is preferred, although relevant experience will be considered in lieu of these qualifications.

What will help you succeed?

We’relooking for someone who demonstrates:

Customer focus | Analytical thinking | Initiative | Attention to detail | Flexibility | Sound decision making | Clear communication | Strong relationship-building skills.

What can we offer you?

The package outlined in the role profile includes:

• -Competitive salary

• -Eligibility to participatein performance-related bonus schemes

• -Generous holiday entitlement, increasing with completed service

• -Company pension scheme with excellent contribution rates

• -Life assurance

• -Enhanced maternity pays

• -Generous company sick pay

• -Voluntary benefits including retail, entertainment, gym membershipand dental plan discounts

• -Discounted health assessments

• -Employee assistanceand wellbeing support

• -Excellent training and development opportunities, with a strong focus on internal promotion

Ready for your next challenge?

If you’rea hands-on IT professional who enjoys solving problems, supporting peopleand working across desktop, infrastructureand network technologies, we’dlove to hear from you. Apply today and take the next step in your career with DHL.

Equal Opportunity

We are committed to equal opportunity and reject all forms of discrimination. The basis for employee selectionat DHL Group is qualification, performance, skillsand experience.

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