End User Support Analyst

End User Support Analyst

Haywards Heath
28-31k depending on experience
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We’re looking for an End User Support Analyst to join our Information Technology team in Haywards Heath,  West Sussex.

The successful applicant will provide a single point of contact for all staff in relation to IT issues and incidents. You'll need to provide exceptional standards of support to all customers and support a variety of products, services and platforms.


  • Proactively maintain the desktop, telephony and application infrastructure so that it is supported and failures minimised
  • Log, analyse, triage and prioritise all IT Incidents, Problems and Changes received via all communication channels into the team
  • Ensure that systems/ applications / services in own area run and meet business Service Level Agreement (SLA) targets
  • Analyse Incident, Problem and Change data to identify the underlying causes and propose resolutions via Service Improvement Plans
  • Display leadership in area of specialization, e.g. championing new features and best practice
  • Ensure compliance with company and other relevant standards/ regulations at all times
  • Technical role model for members of the IT Service Desk team, e.g. this will involve technical development through the facilitation of workshops, production of standards, procedures and documentation and running training sessions
  • Support out of hours software upgrades/implementations and testing in conjunction with Business Change, GTS and other stakeholders
  • In addition to working shifts to cover 07:30 – 20:00 Monday-Friday staff performing this role are expected to occasionally work weekends

Skills, experience and qualifications required

  • Experience of enterprise software and application support and delivery
  • SharePoint (Collaboration Toolkit)
  • Knowledge of service desk / issue logging tools
  • Knowledge of latest MS Office suite
  • Knowledge of MS Windows server
  •   ITIL Foundation V3 
This role will involve working shifts to cover 08:00 – 20:00 Monday to Friday and you’ll be expected to occasionally work anti-social hours for specific project tasks and deliveries.

What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

If this sounds like your next role and a company you’d like to work for, what’re you waiting for? Apply today!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.