Colleague Support Analyst (3-month FTC)
Department: Business Services - IT
Employment Type: Fixed Term Contract
Location: Bristol
Description
Our vision for IT is to create an environment where technology works seamlessly to support our colleagues, business, and clients in reaching their full potential.
This role is focused on delivering high-quality, value-added IT onsite support services to all DACB users and locations, ensuring in scope Service Requests and Break-Fix Incident tickets are resolved in line with agreed SLAs. You will also play a key role in delivering a first-class new starter experience, with all equipment provisioned, tested, and delivered to new starter location.
Key Responsibilities
IT Support – Reactive: Deliver responsive on-site and remote IT support, ensuring all incidents and service requests are logged, resolved within SLA, and handled in line with security and communication standards.
IT Support – Proactive: Proactively enhance user experience by maintaining visibility, identifying trends, improving processes, and ensuring IT environments, documentation, and training resources are consistently up to date.
Asset Management: Manage the full lifecycle of IT assets, ensuring accurate tracking, compliance with ISO27001, and effective control of devices, stock, and replacements.
Quality Management: Ensure each ticket is categorised and prioritised correctly, with a clear concise resolution detail and correct resolution code applied.
Project Support: Support the delivery of IT projects and initiatives through user engagement, proactive support, and coordination of site-based activities.
Development: Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Where relevant, seek opportunities to network, including attending conferences and seminars.
Skills, Knowledge and Expertise
Key Experience & Skills
- Proven experience providing Level 1 and 2 IT support, diagnosing and resolving hardware, software, and connectivity issues in both on-site and remote environments.
- Strong technical knowledge across desktop, laptop, and mobile devices (iOS/Android), including build, configuration, troubleshooting, and asset management, with familiarity with ticketing systems and MDM solutions.
- Working knowledge of Windows, macOS, and Microsoft Office, with experience in system setup, imaging, and deployment.
Personal Attributes
- Customer-focused with excellent communication and interpersonal skills, able to support users clearly and effectively.
- Strong problem-solving ability with a proactive, organised approach and the confidence to manage workload independently.
- Flexible and adaptable, with the ability to work under pressure, travel between locations when required, and occasionally support out-of-hours activities.
Additional Information
As a Disability Confident Scheme employer, we’re committed to providing an inclusive and accessible recruitment process. If you need any reasonable adjustments at any stage (including the application, assessment or interview process), please contact recruitment@dacbeachcroft.com in confidence with the vacancy reference in the subject line, and we’ll be happy to help.
