Job Description

Technical Support Analyst

Location: Billericay

Salary: Competitive

Contract Type: 12 months fixed term contract

Working Hours: 40 hours per week, Monday-Friday

Keep people connected. Learn every day. Build your IT career.

You thrive on solving technical problems, delivering outstanding customer service, and making technology work seamlessly for others. Whether you're resolving day-to-day support issues or helping colleagues get the most from new systems, you enjoy being the person people rely on when IT matters most.

At Ground Control, we're on a mission to leave the world in a better place than we found it. From maintaining green spaces to delivering infrastructure and environmental services across the UK, technology plays a vital role in supporting thousands of colleagues every day.

We're looking for a Technical Support Analyst to join our Service Desk team on a 12-month fixed-term contract with the potential to become permanent. In this hands-on role, you'll provide first-line technical support to colleagues across the business, helping to maintain reliable, secure and efficient IT services while delivering an excellent customer experience.

What you'll do

As part of our Service Desk team, you'll play a key role in keeping our people connected and our technology running smoothly. You'll take ownership of support requests, troubleshoot technical issues and contribute to continuous improvements across our IT services.

• Act as the first point of contact for IT support, responding to incidents and service requests via phone, email, web forms and our IT Service Management (ITSM) platform.

• Log, prioritise, investigate and resolve incidents and service requests, escalating where appropriate to ensure timely resolution.

• Deliver excellent customer service to office-based employees, field teams and clients, providing clear communication throughout the support process.

• Install, configure and maintain laptops, desktops, mobile devices, software and business applications.

• Provision user accounts, access rights and IT equipment, supporting the onboarding and offboarding of employees.

• Support Microsoft technologies including Azure, Active Directory, Exchange and Microsoft 365.

• Maintain and enhance the IT knowledge base by documenting solutions and sharing best practices.

• Provide hands-on, on-site technical support as part of a scheduled rota across our office and operational locations.

• Support the rollout and adoption of new applications, systems and technologies across the business.

• Continuously develop your technical knowledge while contributing ideas that improve automation, service delivery and IT processes.

What you'll get

• A varied, hands-on technical role supporting colleagues across a nationwide business.

• Exposure to a broad Microsoft technology stack, including Azure, Microsoft 365 and Active Directory.

• Opportunities to develop your technical expertise and gain experience across infrastructure, cloud technologies and IT service management.

• A collaborative and supportive IT team that values knowledge sharing and continuous improvement.

• The opportunity to contribute to technology projects, innovation and service improvement initiatives.

• A competitive benefits package.

What we're looking for

Essential

• Previous experience in a Technical Support, IT Service Desk or similar IT support role.

• Strong troubleshooting skills across Windows operating systems and end-user computing environments.

• Working knowledge of Microsoft Azure, Active Directory, Exchange and Microsoft 365.

• Experience installing, configuring and supporting IT hardware, software and business applications.

• Familiarity with IT Service Management (ITSM) principles and frameworks such as ITIL.

• Excellent communication skills with the ability to support users via phone, email and face-to-face.

• A customer-first approach with the ability to build positive relationships across the business.

• Strong organisational skills with the ability to prioritise multiple tasks in a fast-paced environment.

Desirable

• Experience troubleshooting application, database or data-related issues.

• Experience supporting web, desktop, mobile, API or SaaS-based applications.

• Experience supporting Microsoft Dynamics.

• An ITIL Foundation certification or equivalent.

If you're passionate about technology, enjoy solving problems and want to be part of a team that makes a real difference every day, we'd love to hear from you.

Benefits;

• Competitive salary – aligned with your skills and experience

• Pension scheme – helping you plan for the future

• Recognition schemes – celebrating and rewarding great work

• Private GP service – fast, convenient access to medical support

• Life insurance – providing added peace of mind

• Subsidised gym membership – supporting your health and wellbeing REMOVE FOR IRELAND

• Holiday buy scheme – purchase up to 5 additional days of annual leave

#INDHP

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.

We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels.