Colleague Support Analyst (3-month FTC)

DAC Beachcroft • Seekonk, MA

5d • Onsite

About The Position

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.

Requirements

• 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.
• 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.

Responsibilities

• 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.
• Proactively enhance user experience by maintaining visibility, identifying trends, improving processes, and ensuring IT environments, documentation, and training resources are consistently up to date.
• Manage the full lifecycle of IT assets, ensuring accurate tracking, compliance with ISO27001, and effective control of devices, stock, and replacements.
• Ensure each ticket is categorised and prioritised correctly, with a clear concise resolution detail and correct resolution code applied.
• Support the delivery of IT projects and initiatives through user engagement, proactive support, and coordination of site-based activities.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed