Junior Support Analyst

IT Service Desk: Junior Support Analyst

Based at Banana HQ, Bury St Edmunds

Reports to:            Head of IT

Based:                  Company Registered office, Bury St Edmunds

Hours of work:      Average 37.5 hours/week, Mon – Fri

Holidays:              25 Days plus 8 bank holidays

Contract type:       Permanent

Working within a dynamic and fast moving environment, across all business areas, to deliver IT services that enable us to successfully achieve our growth plan. 


Go Ape are now seeking to recruit for our IT Service Desk a Junior Support Analyst providing direct first line support to the company, providing customer centric assistance to a number of platforms and systems. With a core desktop environment consisting of Mac devices, an understanding of both Mac OS and Windows OS is required. 

Hardware maintenance (Mac and Windows) as well as general IT administrative activities will be required, and where appropriate the assistance on core infrastructure projects. 

The role holder will be the central point of contact for the IT department and as such will be responsible for providing users with a polite, helpful and responsive solution including support assignment and escalation, ensuring all requests are logged and managed in line with the business and departmental procedures. 

While experience would be preferred, someone with a general background in IT with a desire to grow and develop within the role with a passion for technology and supporting the business would be considered.


  • To provide 1st line support to staff situated throughout the company within a baseline ITIL framework
  • Deal with third parties to provide maintenance assistance as and when required
  • Provide escalation management of support activities in a timely manner
  • To arrange the provision of maintenance for all hardware, software and other IT related facilities ensuring that the companies best interests are represented
  • Acting as a liaison point with users on matters affecting IT provision.
  • The ability to communicate effectively and with appropriate sensitivity with a wide variety of colleagues and suppliers
  • The ability to prioritize work without the need for close supervision
  • To have a pleasant and helpful customer oriented manner
  • Diagnosing and troubleshooting desktop system, printer and operating problems
  • Consulting and instructing users on hardware and software questions/issues
  • Collaborate with System and Network Infrastructure teams
  • Install, maintain and upgrade equipment and its associated infrastructure
  • Runs diagnostic tests to isolate system problems and make recommendations for potential solutions
  • Enterprise-wide rollouts of new operating systems and software
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and dispatched requests for technical support
  • Documents, tracks and monitors the problem to ensure a timely resolution
  • Installs, configure and maintain Macintosh computers and other end user equipment such as iPhones and iPads


Knowledge Required: 

  • Mac OS X (10.6 through 10.13)
  • Windows Operating Systems 
  • MS Office (2010/2016/365)


Skill Sets and abilities:

  • Strong customer focus and enthusiasm for achieving excellence
  • Self-starter that is able to collaborate actively with others in a cross-functional team
  • Commitment to learning and development of technical knowledge and skills
  • Proven attention to detail and high standards for quality
  • Communication and interpersonal / customer service skills required
  • Ability to work with all levels of an organization required
  • Ability to multitask and follow through on all work required
  • Remote support experience
  • Good customer service skills a must


Personal Circumstances 

  • Flexible in approach to changing demands of business and working hours.
  • Willing to work ‘Out of Hours’ when necessary.



  • Relevant IT qualifications would be beneficial