IT Service Support Analyst

About the role

Bodycote is seeking an IT Service Support Analyst to act as the first point of contact for all IT incidents, service requests and technical enquiries. You will deliver high‑quality, customer‑focused support across regional locations, ensuring issues are resolved efficiently and service levels are met.

Key responsibilities

• Receive, triage, prioritize and resolve hardware, software, network and application incidents.
• Manage service requests and technical enquiries through a blended first‑ and second‑line support model, primarily remote.
• Maintain clear communication with users, own incidents through their lifecycle and ensure SLA compliance.
• Contribute to operational stability, continual improvement and incident‑management processes.
• Build and maintain strong relationships with customers, colleagues and external partners.

Required profile

• Strong knowledge of Windows client and server operating systems.
• Experience with Microsoft 365, Active Directory, Microsoft Entra ID, Group Policy, Exchange, NTFS and file‑sharing permissions.
• Hands‑on experience with device imaging, provisioning, deployment and support for laptops, desktops, mobile devices and peripherals.
• Proficiency in software deployment, patch management and endpoint lifecycle management.
• Ability to diagnose hardware, OS, application and performance issues.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi, remote access).
• Experience with endpoint security solutions (AV, EDR, Microsoft Defender, CrowdStrike Falcon, Intune) and IT security principles such as MFA, access management and data protection.
• Familiarity with ITSM tools like HaloITSM or ServiceNow.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory / Microsoft Entra ID
• Group Policy & Exchange
• Device imaging & provisioning
• Software deployment & patch management
• Hardware & software troubleshooting
• TCP/IP, DNS, DHCP, VPN, Wi‑Fi
• Endpoint security (AV, EDR, Microsoft Defender, CrowdStrike Falcon, Intune)
• IT security principles, MFA, access management
• HaloITSM / ServiceNow

What we offer

• Opportunity to work in a global, innovation‑driven environment.
• Collaborative culture focused on continuous improvement.
• Access to advanced technologies and sustainability initiatives.