Wells & Co - A new brewery, aggressive pub growth plans, a well-established Pub Partner estate, English pubs in France and 140+ years of history! In a nutshell, a really exciting time to join us.  

To support our exciting adventure and growth plans we are looking for an IT Helpdesk Analyst to provide 1st Line IT support for head office and managed house employees and systems in the UK and abroad. 

The Role:

The IT Helpdesk Analyst will be the first point of contact for all IT issues across the business as such no two days are the same. Working closely with the wider IT Department to resolve incidents and requests. Support will be a mixture on remote connectivity and occasional physical travel. 

• Provide 1st line support in line with agreed SLAs to local and remote users and systems.
• Ensure all open IT incidents are progressed by the IT team and updates are communicated with the end user.
• Respond to any proactive monitoring alerts ensuring appropriate incidents are logged and escalated.
• Maintain dialog with customer through life of Incident/Request tickets.
• Following escalation procedures for tickets.
• Support with user and equipment provisioning and deprovisioning.
• User account maintenance.
• End user support - Laptops, desktops, other office equipment, mobile devices and associated applications.
• End user support - Cloud technologies - Office 365, Druva, Gamma Horizon and Mimecast plus others.
• Suuport with EPOS systems – Tills, PDQs & associated technologies.
• Working with other 3rd party support
• Any other ad hoc duties as required

Wells & Co - A new brewery, aggressive pub growth plans, a well-established Pub Partner estate, English pubs in France and 140+ years of history! In a nutshell, a really exciting time to join us.  

To support our exciting adventure and growth plans we are looking for an IT Helpdesk Analyst to provide 1st Line IT support for head office and managed house employees and systems in the UK and abroad. 

The Role:

The IT Helpdesk Analyst will be the first point of contact for all IT issues across the business as such no two days are the same. Working closely with the wider IT Department to resolve incidents and requests. Support will be a mixture on remote connectivity and occasional physical travel. 

• Provide 1st line support in line with agreed SLAs to local and remote users and systems.
• Ensure all open IT incidents are progressed by the IT team and updates are communicated with the end user.
• Respond to any proactive monitoring alerts ensuring appropriate incidents are logged and escalated.
• Maintain dialog with customer through life of Incident/Request tickets.
• Following escalation procedures for tickets.
• Support with user and equipment provisioning and deprovisioning.
• User account maintenance.
• End user support - Laptops, desktops, other office equipment, mobile devices and associated applications.
• End user support - Cloud technologies - Office 365, Druva, Gamma Horizon and Mimecast plus others.
• Suuport with EPOS systems – Tills, PDQs & associated technologies.
• Working with other 3rd party support
• Any other ad hoc duties as required