Description An exciting opportunity has arisen for a Support Analyst with strong skills and knowledge of Windows 10/11 and Office 365 to join our established IT Support Team based in Cannock. The IT Support Analyst will work within a team of 5 and will play a key role supporting our national network of depots, staff at our head office and our customers. You will work with a wide range of technologies offering many opportunities to develop specialist technical skills. As a member of the IT Support Team, you will provide support for all hardware and application issues as well as supporting new IT projects and implementations, by working with end users and playing a key role in the success of these projects. This is an amazing opportunity for an IT Support Analyst who has worked within 1st line support and is looking to take the next step in their career with an organisation that’s committed to nurturing talent and providing career progression and training opportunities. The role will work within a team of 5 Support Analysts working a shift pattern from Mon-Fri 6AM - 2PM / 8AM – 4PM / 2PM – 10PM, occasional Saturday’s from 6AM – 2PM / 8AM – 4PM agreed in advance on a rota system and out of hours on-call once every 5 weeks. The role is based at our Cannock Head Office with some flexibility to work from home. There is a requirement to travel to our other sortation centre in Wolverhampton, sometimes at short notice to support business needs, therefore you will require your own transport and a driving licence. Main duties will include: Work as part of the IT Support team on a shift-based rota to provide support coverage including participation in an out of hours service from time to time. Investigation of all hardware / application related incidents, diagnosis and resolution applying standard fixes or workarounds. Escalation of incidents to appropriate internal and external teams where necessary and following through to resolution. Working collaboratively with internal and external teams to support all departmental project initiatives. Contributing written material, processes, and procedures to the to the internal knowledge base. Managing the lifecycle of all hardware and software assets Assist APC’s shipping customers with IT integration queries General IT administration duties – file, folder, print and user maintenance Maintaining the hardware and software estate ensuring devices are kept up to date. Any other duties that the position may require Effective communication to all levels - written and verbal The successful candidate will have good analytical and problem-solving skills, the ability to prioritise tasks and work in a fast-paced environment. Good communication skills are essential as you will be liaising with stakeholders in all levels of the business. Technical knowledge will include experience of working in an ITIL environment and a strong understanding of the latest Windows operating systems. An understanding of Barcode scanning systems and mobile computing devices is advantageous.