Fever-Tree Ltd

Fever-Tree is hiring for an IT Support Analyst as part of our Technology Team. About Us We start with the idea that, if of your drink is the mixer, then you should mix with the best. Fever-Tree is the world's leading supplier of premium carbonated mixers for alcoholic spirits by retail sales value, with distribution to almost 100 countries worldwide. Based in the UK, the brand was launched in 2005 by Charles Rolls and Tim Warrillow to provide high quality, natural mixers which could accompany the growing demand for premium spirits. Fast-forward to 2026 and for the 12th consecutive year running, Fever Tree has been voted the Top Trending and Best Selling mixer brand by the world's best bars. We are continuing to develop and innovate, launching new products in exciting categories such as alcohol free, adult soft drinks, and cocktail mixers. As such, the environment at Fever Tree is fast paced and requires initiative and proactivity to succeed. We're looking for people to help define how Fever Tree evolves as a brand as we continue to grow and innovate within the drinks category. The next few years will be an incredibly exciting time to join the business. Role Overview Are you passionate about technology and love helping people? We're looking for an IT Support Analyst to join our Global Technology team. This is a fantastic opportunity for a confident IT Support Professional who brings the right attitude, a hunger to learn, and a commitment to delivering a brilliant service experience. You must have day one capability in M365 and Azure cloud services, either through a previous role or equivalent training. You will have proven experience of supporting business users and be able to combine technical knowledge with excellent customer service. In this role, you will be supporting all levels of the business, including our C Suite. You must have good empathy and professionalism, as well as be clear in setting expectations when working with colleagues and third parties. Key Responsibilities Act as Fever Tree Technology's first line support and support users globally across all functions - taking requests via email, phone, and through our IT Service Management tool. Be the friendly and welcoming face of Fever Tree technology, building trust with colleagues and third parties, while being respectful and patient with users at all levels of the organisation. Handle requests for M365, Azure based services, software & hardware installation, device management, and all break fix requests via an IT Service Management tool. Coordinate and execute Joiner, Mover, and Leaver processes and induction meetings across all global functions from day one, providing a professional and welcoming introduction to Fever Tree. Manage IT Inventory records, maintaining accurate logs of hardware, Internet of Things (IoT), software licences, permissions, and equipment in our IT Service Management tool both online and in person at our London office. Be responsible for managing and escalating unresolved issues and change requests to specialist teams and third parties - ensuring users are kept informed at every step. Analyse ticket data and requests to build trend analysis and document problem management - then work on documentation, training, and break fix solutions to prevent problems. Communicate technical changes effectively to colleagues and third parties - coordinating technical change, managing deployments, and creating knowledge to support changes. Contribute to Fever Tree's continuous improvement efforts and gain exposure to a wide range of SaaS products, systems, and emerging AI tools. Skills Required Demonstrable hands on experience in a helpdesk or IT Support role and be comfortable owning issues independently through to resolution. Ability to build trust quickly and work with empathy and professionalism - providing a polite, honest, and high quality service from day one. IT Support Qualification (e.g. COMPTIA A+, Microsoft Fundamentals, or equivalent) and/or a demonstrable understanding of IT service management standards (e.g. ITIL). Day one capability to manage M365, Azure based services, software & hardware installation, device management, and other break fix requests via an IT Service Management tool. Comfortable managing own workload of tasks, requests, and service level agreements - and holding third parties to account. Knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive) and Azure Active Directory / Entra ID - core fundamentals in the makeup of our Service Delivery requests. Understanding of problem management and ITIL principles to improve recurring issues, not just close tickets. Ability to process and analyse data and provide recommendations to continuously improve based on trend analysis. Why Fever Tree? Recognised by The Department of Business and Trade as a leading British exporter, we continue to grow our market share year on year across the globe. Awarded 3rd in "Best Food & Drinks Companies" to Work for in the UK by Best Companies 2025, as well as receiving multiple awards at The Grocer's New Product & Packaging Awards 2025. As a supporter of ethical causes, from malaria prevention to local community initiatives, we continue to be a responsible player in the world of doing good, whether that's through carefully curated supply chains or helping our team give back to the communities and causes that matter to them. We will always endeavour to support our people to achieve their best through training, development, and outstanding career progression. We offer a generous benefits package, product perks and clubs as well as a sociable yet fast paced working environment. Fever Tree seeks to offer an inclusive and secure working environment that embraces the authenticity of everyone at work. We encourage open sharing of viewpoints and ideas, creating a space free from judgement or bias. Modern, open plan London office featuring our very own Fever Tree bar. And more! Fever Tree is an equal opportunity employer that does not tolerate discrimination or harassment based on race, colour, sex, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic. We strive to create an inclusive work environment and welcome individuals of all backgrounds and experiences to apply.