AtEakin Healthcare we put our patient at the heart of everything we do. Fifty years ago, it all started with one mans mission: pharmacist, Tom George Eakin. He saw his patients struggling with leaking urostomy pouches and decided enough was enough. He got to work and formulated what would become the game-changing, eakin Cohesive seal. Fast forward to today, and were still keeping it in the family. Weve grown a lot since then, both organically and through acquisitions. We now have a team of over 700 colleagues across three manufacturing sites and 12 sales and distribution centres. Were making a difference in three therapeutic areas: Ostomy Respiratory Surgical Were proud to export our innovative products to over 60 countries through a network of 40 distributors plus our own offices in Japan, The Netherlands, France, Germany, Belgium and Luxemburg. Were good at what we do come and join us and you can benefit from: Blended Working Bonus 25 days holiday plus bank holidays (rising to 28) Option to buy holiday days Wellbeing Programme Health Cash Plan Pension Life Assurance Enhanced Maternity/Paternity Cycle to Work Scheme Referral Scheme Long Service Awards Free Parking Please note, you must be eligible to live and work in the UK on a permanent basis. without the requirement to be sponsored by Eakin Healthcare. ABOUT THE ROLE The Support Analysts role is to work as part of the IT Service Desk team spread across multiple sites, dedicated to delivering an outstanding IT service to the group, ensuring the streamlined operation of the IT Services. Based in our Comber office and reporting to the Service Delivery Manager this role will provide desktop, remote and infrastructure support via the ServiceDesk ticketing system, to 700 users working across the Group. Users are split across sites in Belgium, Germany, Japan, Luxembourg, Netherlands and the UK while a number of users are mobile and work from home. Ensure that incidents reported to the service desk are categorised and then resolved as efficiently as possible. Support is provided primarily through remote desktop tools or physical attendance, should the need arise. Support and share knowledge across the team ensuring that all members can support relevant systems and services to the same standard. Provide training both internally and to end users on standard systems used across the Group. Responsible for the roll-out of assigned IT related projects within the group, this person will have a proven track record in IT Support and service delivery. KEY ACTIVITIES Technical Support & Troubleshooting Monitor Service Desk tickets and provide 1st/ 2ndline onsite and remote support. Diagnose and resolve hardware, software, and network issues in a timely manner. Support Windows and macOS operating systems, Microsoft 365 applications, and enterprise IT tools. Troubleshoot connectivity issues, including VPN, LAN, and Wi-Fi networks. Assist users with mobile device management and corporate applications. IT Operations & Infrastructure Support Maintain and support IT hardware, including laptops, desktops, tablets, printers, other devices, and peripherals. Assist in deploying, configuring, and maintaining IT infrastructure components such as servers, networks, and storage systems. Work closely with the Service Desk Team to ensure consistent IT service delivery. Monitor IT systems and escalate critical issues as needed. Advanced printer / peripheral device troubleshooting. Provide after-hours support for IT related emergencies as well as occasional weekend maintenance. Maintain inventory and asset configuration documentation. User Training & Documentation Provide user training and guidance on IT best practices and security policies. Create and update technical documentation, FAQs, and knowledge base articles. Assist in onboarding and offboarding employees with IT setup and account provisioning. IT Compliance & Security Ensure IT security policies and procedures are followed to protect company data. Support the implementation of cybersecurity measures, including antivirus, MFA, and encryption. Conduct regular system updates and patch management to maintain IT security. Ensure department policies and processes are followed. Other Carry out special tasks at Management's direction. Adhere to the companys Quality policy and Environmental policy. Adhere to the companys Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible. Be responsible for your own health and safety and that of your colleagues, in accordance with the companys Health and Safety policy. Undertake other duties as may be reasonably required. KEY SKILLS Essential At least 1 year of hands-on experience working in an end-user support role or computer operations environment required. Strong technical knowledge of network and PC operating systems, including Windows Server in physical, Azure, and VMWare environments. Strong technical knowledge of Microsoft Windows 10/11. Extensive application support experience of Office 365. Managing deployments / rollouts of PCs, phones and servers. Active Directory Group Policy and user and group administration. Excellent understanding of PC hardware set-up and configuration A solid understanding of LAN/WAN networking. Ability to troubleshoot network issues. Excellent telephone manner and language communication skills in French and English. Ability to communicate effectively, both written and orally. Ability to work accurately with detailed information and with attention to detail. Ability to use own initiative. Desirable ITIL Foundation Qualified in an IT discipline which must include specific studies in relation to IT. Microsoft Certification (MCP) or equivalent certification. Microsoft Azure administration experience. Office 365 administration experience. Knowledge of automated deployment technologies such as MDT Experience supporting an ERP system such as Sage X3. SharePoint administration and site development. SQL Server administration. Proven history of IT project delivery. KEY WORKING RELATIONSHIPS Internal Service Delivery Manager (Comber) to ensure high quality service delivery. All employees within the business to ensure they have no IT related issues in carrying out their jobs. External IT Suppliers and support companies. ADDITIONAL INFORMATION Willingness to travel to other Group sites for onsite support. This role will report into the Service Delivery Manager based at the Comber site. COMPETENCIES Customer Focus Building strong customer relationships and delivering customer-centric solutions. Tech Savvy Anticipating and adopting innovations in business-building digital and technology applications. Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Collaborates Building partnerships and working collaboratively with others to meet shared objectives. Interpersonal Savvy Relating openly and comfortably with diverse groups of people. Self-Development Actively seeking new ways to grow and be challenged using both formal and informal development channels. Manages Ambiguity Operating effectively, even when things are not certain, or the way forward is not clear. Being Resilient Rebounding from setbacks and adversity when facing difficult situations.