User Support Analyst Job Swansea area,Wales UK,IT/Tech

User Support Analyst Are you passionate about technology, problem solving, and delivering excellent customer experience?

We're looking for a User Support Analyst to join our IT team at DHL International (UK) Ltd. This is an opportunity to combine hands-on user support with desktop, infrastructure and network responsibilities, helping colleagues stay connected and productive while supporting the reliability of our IT environment.

As a User Support Analyst, you'll provide telephone and on-site technical support, diagnosing and resolving incidents and service requests in line with agreed service levels. Your role will cover desktop, server, domain, security, and network services.

Your key responsibilities will include:

Diagnosing and resolving hardware, operating systems, software, and network-related issues.
Installing, configuring and supporting desktop systems, laptops, and associated applications.
Supporting user and system administration through Active Directory.
Monitoring LAN, WAN, Wi-Fi and connectivity services, carrying out routine health checks, and investigating incidents.
Supporting approved network changes, maintenance activities, implementations, upgrades, and migrations.
Escalating critical or unresolved network incidents through the appropriate support channels.
Raising and tracking support tickets with external network and telecommunications providers.
Supporting Citrix thin client environments, printers, data backup and restore activities.
Supporting software and patch deployment across local and regional systems.
Maintaining accurate network documentation, diagrams, configuration records, and asset information.
Supporting senior management and directors with desktop and connectivity issues, including at off-site seminars and conferences.
Contributing to IT projects, infrastructure builds, and continuous service improvement.

You'll be someone who enjoys getting to the root of technical issues while providing great experience for your customers. You'll need a systematic and analytical approach to problem solving, strong communication skills and the ability to quickly absorb new technical information.

Ideally, you'll bring:

2-3 years' experience in a similar role, with a generalist IT background of five years.
Proficient knowledge of PC and server infrastructure.
Strong Active Directory administration skills.
Proficiency in networking technologies including TCP/IP, DNS, and DHCP.
Working knowledge of network monitoring and operational support across LAN, WAN, Wi-Fi and connectivity services.
Experience supporting Citrix in thin client environments.
Knowledge of PC/server backup and imaging technology.
Knowledge of Microsoft Outlook / Microsoft 365 setup.
Experience maintaining network diagrams, configuration records, and asset databases.
Experience coordinating supplier support tickets.
Awareness of ITIL and change management principles.
Scripting knowledge, such as VB Script, would be beneficial.
MCSA, MCSE, or MCITP accreditation is preferred, although relevant experience will be considered in lieu of these qualifications.

We're looking for someone who demonstrates:

Customer focus
Analytical thinking
Initiative
Attention to detail
Flexibility
Sound decision making
Clear communication
Strong relationship-building skills.

The package outlined in the role profile includes:

Competitive salary
Eligibility to participate in performance-related bonus schemes
Generous holiday entitlement, increasing with completed service
Company pension scheme with excellent contribution rates
Life assurance
Enhanced maternity pays
Generous company sick pay
Voluntary benefits including retail, entertainment, gym membership and dental plan discounts
Discounted health assessments
Employee assistance and wellbeing support
Excellent training…