IT Support Analyst

IT Support Analyst

You will be part of a Support team providing exceptional customer service while providing innovative IT solutions.

Location: Halesowen

Hours per week: Full-time

Salary: Competitive, depending on experience

Key responsibilities

You will be providing first line IT assistance across our European sites for over 500 users.

• Provide first-line IT support: Assist customers with troubleshooting and resolving a range of hardware and software issues.
• Customer service: Deliver friendly, professional, and timely support via phone, email, and live chat.
• Incident logging: Accurately record and track customer interactions in our ticketing system, ensuring all issues are resolved or escalated as needed.
• Basic troubleshooting: Identify and resolve common technical problems including login issues, network connectivity, and software errors.
• Collaborate with the team: Work closely with second and third-line support teams to ensure seamless escalation and resolution of complex technical issues.
• User account management: Assist with password resets, account setup, and permission changes.
• Documentation: Maintain and update support documentation to help customers resolve common issues on their own.

Your profile

You will be a dedicated IT professional with experience in IT support/customer service, ideally with one or more years in a similar role.

• Strong communication skills: Excellent verbal and written communication, with a focus on customer satisfaction.
• Basic IT knowledge: Familiarity with operating systems (Windows/Mac), Microsoft Office 365, email systems, and basic networking.
• Problem-solving abilities: A logical approach to troubleshooting technical issues.
• Customer-focused: A friendly, patient, and positive attitude with a commitment to delivering top-tier service.
• Ability to multitask: Comfortable working in a fast-paced environment with the ability to prioritise tasks.
• Team player: Willingness to collaborate with colleagues and contribute to a positive work culture.

Who are we?

We are P&O Ferrymasters, and we work with some of the largest companies in the world to make sure that their goods get to where they need to on time and efficiently. We have locations across Europe and the Northern Mediterranean and our routes cover road, rail, and sea.

We operate from over 20 locations in 13 countries and work with some of the best-known global household names. We are a part of DP World who are one of the largest global logistics companies in the world; at any one time 10% of all shipping containers in the world are being shipped by DP World. We are proud to lead the future of logistics to help enable global trade in the 21st century and beyond.

We offer

P&O Ferrymasters offers a competitive package in line with the seniority of the position.Salary will be dependent on experience of the successful candidate.

Other benefits include Company pension, P&O Ferries travel discounts, and an Employee Assistance Scheme, backed by a wellbeing programme along with opportunities for personal and professional training and development. We also offer a benefits platform including a range of voluntary health insurances, cycle to work, and retail discounts.

Time to act!

Do you have what we’re looking for? And does this sound like the perfect opportunity for you? We hope so – in which case, now’s the time to let us know!