OverviewFull time and permanent role - Office based 5 days per week from our Head Office in Basingstoke

We have an exciting opportunity for an IT End User Support Analyst to join our Central IT team here at De La Rue. The UK IT End User Support Analyst provides essential IT support to our business users, in the UK and across our global manufacturing sites. As this role is based at our company Head Quarters it is also part of the IT Global Service Desk and will answer calls from across the business.

This role forms part of the Global IT End User Support Team responsible for troubleshooting all IT issues and ensuring they are dealt with efficiently and effectively and where possible presenting a first-time fix to minimise client downtime.

While working reactively to a wide range of hardware and software user issues across multiple platforms, this role will also work proactively in supporting the set up of all new joiners to the business, the close down of all leavers and support the ongoing maintenance and inventory of all IT equipment across the business.

Key Responsibilities

Provide 1st and 2nd line support for hardware, software and network issues – conducting diagnostics and troubleshooting activities

Ensure that all tickets raised via our ITSM portal, telephone or walk up are logged, triaged, and managed through to resolution within agreed SLA’s

Ownership and management of all tickets assigned to the IT End User Support Team from troubleshooting through to resolution

Ensure that high priority incidents (P1’s and P2’s) are documented and where required escalated to the appropriate team

Install, configure and troubleshoot desktops, laptops, printers, mobile devices and other IT peripherals

Administer telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response and video conferencing systems.

In conjunction with the IT Security Team, manage user accounts and permissions via Active Directory and office 365

Contract typePermanent

Working hoursFull Time – 36.5 hrs per week (8am-5pm or 9am-6pm shift)

Base locationBasingstoke Viables

Skills, Qualifications and Experience

Educated to A level or equivalent in an IT or related discipline

Previous experience working in a 1st and/or 2nd line IT Support role

Excellent customer service and communication skills

Experience in managing P1 and P2 incidents and proven technical troubleshooting skills

Knowledge of building and fixing laptops, desktops, phones, tablets, monitors, docking stations and other peripherals

Knowledge of Office365 including, but not limited to Teams, SharePoint, Outlook

Working knowledge and experience of using an ITSM

About De La RueDe La Rue is a leading commercial supplier of banknotes and a long-standing trusted partner to central banks and governments worldwide. Our products underpin the integrity of economies and trade, enabling businesses and citizens to participate securely in the global economy.

With a heritage spanning over 200 years, we remain a global leader in advancing security and integrity for currency solutions, supplying 54% of the world’s central banks and manufacturing in the UK, Europe and Asia. We offer world-leading banknote design and technical support, fully finished banknotes and advanced security features, including our durable SAFEGUARD polymer substrate. Our products are optimised for ease of manufacture, reduced environmental impact and cash cycle efficiency.

Benefits

26 days annual leave + bank holidays

Contributory pension scheme (De La Rue pay 1.5x the employee’s contribution – employee contributions up to a maximum of 6%, with employer contributions up to a maximum of 9%)

Private health insurance – No cost for single cover, subsidised rates for additional dependant cover

Life assurance - 4x your annual salary

Chance to buy or sell holiday as part of our Annual Leave Flexibility Scheme

Cycle to Work Scheme

Subsidised Gym Memberships

Various other perks and Employee Assistance packages

Enhanced family friendly policies (e.g., four weeks paid paternity leave and enhanced paid maternity leave)

Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.

This position is located in Basingstoke, Hampshire. To be eligible for consideration, you must be authorised to work in the UK without company sponsorship

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