IT Field Technical Analyst

Cadent Gas Ltd

Job Purpose

We are hiring for a IT Field Technical Analyst based in London to provide frontline technical support across the network. Working within IT Service Operations, you'll be the trusted local IT expert, supporting colleagues across the business and ensuring they have the tools, technology and support needed to work effectively.

This is a varied, hands-on role where you'll provide 1st, 2nd and 3rd line support, manage local IT infrastructure and act as a key point of contact for technical issues across your network. From supporting end users and troubleshooting hardware to maintaining local technology assets and driving service improvements, you'll make a direct impact on our operational performance.

Working closely with operational teams, suppliers and wider IT functions, you'll help ensure technology services remain reliable, secure and fit for purpose across Cadent's estate.

Key Responsibilities

• Frontline IT Impact – Provide direct technical support to colleagues across operational sites, helping resolve issues quickly and effectively.
• Technology Variety – Work across desktop services, networking, applications, telephony, mobile devices and audio-visual technologies.
• Ownership & Problem Solving – Take ownership of incidents from identification through to resolution, delivering excellent customer service throughout.
• Regional Visibility – Build strong relationships with users at all levels, from operational colleagues through to senior leadership.
• Continuous Improvement – Identify opportunities to increase first-time fixes and improve the effectiveness of IT support services.
• Mobile & Flexible Working – Support multiple operational sites across your network, providing hands-on assistance where it matters most.

Skills and Experience

Technical Support Experience:

• Experience in a 2nd or 3rd line support role within a medium to large organisation
• Strong troubleshooting and technical support capability across multiple technologies

Technology Knowledge:

• Microsoft technologies and Active Directory
• Desktop, laptop and mobile device support
• Telephony and networking technologies
• SAP and Microsoft 365 environments

Infrastructure & Hardware Skills:

• Hardware support including printers, laptops, desktop devices, mobile technology and audio-visual equipment
• Experience with network fault diagnosis and communications room audits
• Knowledge of Cisco and Avaya telephony environments desirable

Customer & Stakeholder Focus:

• Excellent stakeholder management skills
• Ability to communicate effectively with colleagues at all levels
• Proven commitment to delivering high-quality customer service

Qualifications & Requirements:

• ITIL Foundation certification or equivalent experience
• Microsoft or CompTIA certifications desirable
• Full UK Driving Licence
• Ability to travel regularly across operational sites within your assigned network

Ready to make a difference?

If you’re passionate about delivering excellent IT support, solving technical challenges and helping colleagues stay connected and productive, we’d love to hear from you.

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