IS Support Analyst

Information Systems Support Analyst

In operation since 1985, Barrow Gas Terminal is a key piece of the UK's energy infrastructure and supports the Morecambe Bay gas fields. The terminal has played a long-standing role in processing and delivering natural gas, supporting both local employment and national energy supply.

With a focus on safety, environmental sustainability and community engagement, we believe in operational excellence at every stage of production. If you are ready to take the next step in your career with a dynamic and energetic team, then we are keen to hear from you.

The Information Systems (IS) Support Analyst is responsible for providing technical support and assistance to users within Spirit Energy offering prompt and accurate feedback. This role involves working with users to:

• Diagnose and troubleshoot software and hardware issues on the End User Compute (EUC) environment and onpass to subject matter experts as appropriate;
• Action requests from the users related to IT software and hardware following company processes and policies;
• Educate users on the efficient use of software and IT hardware resources provided in Spirit Energy.

The IT Service Support Analyst ensures that the company's EUC environment is running smoothly and efficiently, through following the IS processes and procedures, and through collaborative with the IS Team Lead and external support resources as appropriate.

Location: Barrow-in-Furness

Duration: 2-year contract

Contract Type: PAYE

Day Rate: TBC - For your application to be progressed, please ensure you provide a PAYE day rate banding expectation. Please note that there is no travel and accommodation allowance provided.

• Please only apply if you have existing right-to-work in the UK.
• Please outline notice period/availability to start.

Spirit Energy currently have a non-contractual hybrid working arrangement for all office-based workers. 4 days must be worked in the office with compulsory days being Tuesday, Wednesday and Thursday. The fourth day worked in-office (either Monday or Friday) is of the worker's choosing but should be in keeping with what is most efficient and effective for their team. The office is open 5 days a week for full time, in-office working if this is the contractor's preference.

In role, you will be required to:

• Manage a multitask workload, prioritising tasks correctly to ensure that incidents and requests are closed in a timely manner, ensuring that agreed deadlines are met and relevant individuals are kept up to date.
• Ensure that records and logs are consistently updated with clear, relevant and accurate information.
• Maintain good housekeeping in work areas, ensuring that IS storerooms are kept clean, stock is refreshed, and old equipment is disposed of in accordance with policy.
• Using company service management software, handle requests and incidents, responding in according to agreed SLAs; escalate calls internally or externally to service teams and other suppliers; ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays; ensure that tickets are closed to the satisfaction of the customer.
• Demonstrate empathy through recognizing customer concerns and addressing them with sensitivity and care.
• React quickly and positively to customer inquiries and issues, ensuring customers feel their concerns are being taken seriously and addressed promptly.
• Facilitate new starter induction sessions as required.
• Provide 24/7 on-call if required.

IT Technical Essentials:

• Support of Windows desktop operating system.
• Support of Desktop and Laptop hardware and associated human interface devices.
• Support of Multi-Function Printing devices.
• Support of Apple iOS and Android mobile devices.
• Installation of applications either through deployment tools or manual installation.
• Assist with support of applications.
• Administer services following defined processes and standards.
• Support the use videoconferencing and telephony equipment as required.
• Set up ad hoc IT equipment such as temporary computers, screens, video conference, and administration of loan equipment
• Support deployment of equipment in offshore as required.
• Coordinate with vendors for the repair of IT hardware malfunctions

Any other associated duties as reasonably required.

To be successful in this role, we are looking for:

• IT technical competencies in desktop PC, tablet and laptop support operations; day to day support of Microsoft 365 services and active directory user admin
• Ability to develop strong and cooperative relationships with customers, IS colleagues, service providers and other professionals
• Well organised with the ability to effectively prioritise work in order to meet deadlines
• Excellent written communications skills
• Excellent interpersonal and relationship management skills
• A systematic, disciplined and analytical approach
• SQA Higher qualification or equivalent

In addition to technical knowledge and credibility, we are looking for someone who lives our values - Agility, Collaboration, Courage, Care, and Delivery. A person who embraces and supports change, while ensuring the safe and efficient operation of a mature asset.