Service Desk Analyst

Working with our awesome IT team, the role acts as first line technical support to the Punch business. Whilst providing a first-class customer service through your quality communication, you will actively be receiving, prioritising, documenting, and resolving end user help requests in line with Punch process and standards. As well as supporting a variety of systems, you will be supporting the introduction of new systems and the deployment of new technology to our head office and field-based colleagues.

Location:  Burton Head Office


  • Amazing support office facilities with Free Parking
  • Access to Perkbox with discounts to lots of high street retailers
  • 25 days Holiday
  • Buy & Sell Holiday
  • And much more…


We need someone who can:

• Field incoming support requests, ensuring the relevant information is captured to enable a timely resolution

• Respond to system alerts and monitoring, taking action where required

• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

• Ensure that the Punch systems are fully up to date with Antivirus, Application and System patches, investigating any issues to resolution

• Monitoring general stock levels ensuring that we have adequate equipment to facilitate requests

• Test fixes to ensure problems have been adequately resolved

• Provide IT Support on a rota basis (this may require occasional weekend or bank holiday cover)



Pubs, people, and possibilities are at the heart of everything we do, so the ideal candidate will:

• Support the smooth running of the Punch business through providing epic technical support to all teams and systems

• Recognise and respond quickly to wider business activity, suggesting approaches in which IT can further support



To be bold and proactive, we need a team member who can:

• Prioritise and schedule problems. Escalate problems (when required) to the appropriately experienced technician in the wider team and Senior team if required.

• Be confident and willing to use all available resources in the investigation and resolution of a problem

• Look for opportunities to positively challenge historical processes and practices that may provide better solutions

• Take ownership of your day to day tasks and provide solutions for optimisation



Accuracy is key to this role, so we need a team member who can:

• Identify and learn appropriate software and hardware used and supported by the organisation

• Able to confidently deliver as an individual or work as part of a team to deliver specific technical projects as required

• Manage communication at all levels to provide the best possible experience for both internal and external customers

• Identify opportunities for continued personal development

• Fulfil your role in a professional and efficient manner



As part of a team, you will be required to:

• Build and maintain great relationships with colleagues and other customers to allow you to provide a first-class customer service

• Act as a key point of contact for new starters joining the business, providing them with tailored support as they learn all about their new Punch IT equipment and how to use our systems

• Ensure new starters to the business have the required access to the systems required for their role.

• Perform post-resolution follow-ups to help requests, providing any additional support where required

• Work together with and support other areas of the IT Team as required

• Develop help sheets and frequently asked questions lists for end users, improving user awareness around system use and best practice


Key Relationships:

This role interacts with and support all Punch teams
• Laine
• External suppliers


Technical Competencies and Professional Expertise Desired:
• The ability to resolve and approach a problem in a logical and methodological manner

• Willingness to absorb and retain information quickly and keep up with IT industry best practice

• Knowledge of computer hardware & software including desktops, laptops, and printers, Win 10 & Active Directory highly desirable

• Experience of supporting products such as (or similar to) Mimecast, Airwatch, Cisco AnyConnect, Office365 and Ring Central desirable

• Experience of using and supporting BPM/workflow-based systems desirable

• Experience of Microsoft NAV and providing support & training business users is desirable

• Other desirable areas of experience to include but not limited to; creation and management of access, client installations, reporting as well as systems maintenance

• Ability to support and present ideas in user-friendly language

• Highly self-motivated and directed with a drive to make effective use of all personal and team time (especially during short periods of inactivity)

• Keen attention to detail with proven analytical and problem-solving abilities

• Ability to effectively prioritise and execute tasks in a high-pressure environment

• Experience working in a team-oriented, collaborative environment

• Awareness and understanding of Modern IT Security best practices & Tools such as McAfee, Darktrace and Zabbix

• Good understanding of the organisation’s goals and objectives

• Experience of working in an IT Support Team or Customer Service environment is highly desirable

Closing date: Monday 29th August 2022