IT Support Analyst

Stratford-Upon-Avon, England, United Kingdom

4/4/2025

Why choose Valpak?

Valpak has created a friendly and supportive working environment that enables our team to perform to the best of their abilities, with flexible hours, hybrid working options, access to training and opportunities to get involved in various groups to nurture key interests.

With social value at the heart of our business ethos, employees can take a day on us to volunteer for an organisation of their choice, and our Charity Committee organises fundraising events for the employee nominated charity of the year.

Valpak endorses wellbeing and healthy lifestyles, offering subsidised gym membership, optional healthy living seminars and social events, encouraging cross team integration. Plus the “After Work” social group organises regular gatherings – an opportunity to get to know friendly faces.

Our team is passionate, friendly, approachable and dedicated to the business mission – to inspire businesses to do all they can to reduce their environmental impact. If you have an interest in sustainability and like the sound of all Valpak offers, we would love to hear from you!

Overall purpos

eValpak Limited is the UK’s leading provider of environmental compliance and data management services in the UK and internationally. The business has over 2000 highly satisfied B2B customers who enjoy a wide array of innovative services. Valpak offers their current and prospective customers a variety of seminars, workshops and webinars to help highlight upcoming issues, helpful services and solutions, and to offer practical advice

.As Senior IT Analyst, and working alongside the IT Support Analyst your primary role is to provide first-class end-user support to up to 400 staff and ensure the smooth running of IT services to allow them to successfully carry out their roles efficiently

.There will be opportunities to work closely with senior IT specialists in the delivery of technical projects. You would be encouraged to develop your technical knowledge by utilising the various training resources available

.
Key accountabiliti

esIT Support & Customer Servi

• ceWorking alongside the IT Support Analyst as the first point of contact for all members of staff; local, remote and branch office base
• d.Own, diagnose, remediate and implement root-cause fixes for support issues, working with end-users, the technology team, and third-party suppliers as appropriat
• e.Actively identify support trends, that preventative action or escalate within the technology team for broader consideratio
• n.Provide excellent customer service, monitor IT Service Desk tickets and manage expectations by resolving the tickets within the agreed SL

AsIT Service availability & upti

• meFrequent review of service monitoring platform. Strong situational awareness, and identification of negative trends or issue
• s.Own, diagnose, remediate and implement root-cause fixes for service and operational issues, working with the broader technology team and third-party suppliers as appropriat

e.IT Services & Infrastructure Maintenan

• ceWorking with the broader technology team to maintain the company’s network, server infrastructure, operating systems and applications in conjunction with IT policies and procedure
• s.Manage within the agreed SLAs antivirus updates, patching and backups across the end-user, network and server estat
• e.Conduct basic Azure, DBA and IIS maintenance task

s.Cyber Securi

• tyUnderstand, operate within and contribute to our ISO 27001 ISM
• S.Identify, prioritise, and escalate actual or potential information security risk
• s.Work with the broader technology team to remediate issues flagged by third-party penetration tests and vulnerability scanner

s.Developer suppo

• rtSupporting the in-house and partner development teams to ensure maximum productivit

y.Business Continuity & Disaster Recove

• ryEngage with the business and technology partners to coordinate BC and DR tests. Work with partners to remediate issues and report findings and resulting remediation to stakeholder

s.IT processes & documentati

• onCreation and maintenance of process and knowledgebase documentatio
• n.Ensure systems changes are appropriately documente

d.Project delive

• ryTechnical project ownership, working with the broader team within Reconomy Group and externally. Responsible for building projects plans, sizing, scheduling and coordinating activit

y.Office presence & core hou

• rsCoordinating with the IT Support Analyst to ensure support during core office hours five days/week (08:00 – 16:30, 09:00 – 17:30
• ).Availability to work outside of core hours when neede
• d.Office-based however opportunities to work from hom
• e.Willingness to travel to Birmingham office when require

d.Point of escalation & Coachi

• ngFirst escalation point for our IT Support Analys
• t.Coaching the IT Support analyst to build knowledge and become increasingly self-sufficien

t.
Requireme

ntsThe successful candidate will be ambitious and driven to progress their technology-based career. We will look for evidence of the followi

• ng:Over 4 years IT support experience, possessing strong end-user technology knowledge and foundational knowledge in networking and server manageme
• nt.Strong and logical troubleshooting skills. Evidence of methodical approaches to troubleshooting and implementing chan
• ge.Professional, approachable, self-starter with strong customer service eth
• ic.Self-organised and adopts a structured approach to capturing and documenting informati
• on.Works well under pressure, remaining calm and considered. Will possess patience and puts users at ease at all tim
• es.Excellent organisational skills, balancing BAU and project work. Manage own workload with limited supervisi
• on.Excellent communicator, written and verbal. Evidence of working with technical and non-technical tea
• ms.We predominantly use the Microsoft stack. Knowledge and experience in the following technologies is desirab
• le:Active Directory, Azure AD & Group Pol
• icyInt
• uneWindows Ser
• verWindows 10
• /11Hype
• r-VMS SQL Ser
• ver
• IISAzure (IaaS, Pa
• aS)Microsoft 365 (advanc
• ed)Firewall and switch managem
• ent
• MDMAnti Vi
• rusWindows PowerSh

ell
Qualificat

• ionsComputer-related degree or equivalent, or relevant broader experience in a related fi

eld.
Benefits and Re

• wardsHybrid working available, happy to talk flexible wo
• rkingUp to 10%
• bonusEnhanced holiday scheme (option to buy/sell up to 10 days) and long service a
• wardsCritical illness, Life assurance & disability income prote
• ctionOption to join private medical insurance, subsidised gym membership, and bike to work s
• chemeContributory pension s
• chemeWellbeing initiatives and support including Wellbeing App a
• ccessMyPerks discounts pla

tform