It Service Support Analyst

  • Competitive
  • Faversham, Kent
  • Shepherd Neame Ltd

Shepherd Neame is Britain’s oldest Brewery based in Faversham, Kent. As an independent family business we own and operate over 320 pubs and produce a wide range of ales and lagers, including Spitfire Ale, Whitstable Bay and Bishops Finger.

A rare opportunity has arisen for an IT Service Support Analyst to join our IT team. We are looking for an enthusiastic self-starter who shares our passion for excellence.


• Providing IT Service desk (1st line) and Desktop Support (2nd line) services across the business;

• Recording and prioritising calls raised and monitoring all queues owned by the IT Service desk;

• Providing 1st/2nd line support for PCs, laptops, tablets, printers and mobile phones etc.;

• Ensuring that IT services are delivered within SLA’s;

• Documenting support processes & procedures in a timely manner.


• IT service support and processes;

• Operational knowledge of PCs, servers, printers and basic networking;

• Technical skills to 1st/2nd line level Windows 7 and Windows 10.

• The IT Servicedesk and Service Support is the “face of IT” so you must be customer-focused and friendly.

• Call management (which requires attention to detail, accuracy and an ability to follow process).

• Working knowledge of Microsoft Office (Excel, Word, and Outlook).

• An understanding of SAP would be an advantage,

• Also an understanding of ITIL would be an advantage, along with relevant MCP/MCSE certification.

• Proven experience working in an IT Service desk or support role.


• Competitive Salary and company benefits.

• Company pension scheme.

• Staff discount scheme in our Managed House pubs and hotels.

This is a full-time, salaried position with associated company benefits.

  • Advertiser: Direct Employer