IT Support Analyst

An exciting opportunity has arisen within our End User Computing team for an IT Support Analyst. The End User Computing team is a technically hands on role, providing remote and deskside support for a wide range of technologies.

What you’ll be doing...

• Provide hardware and software support to ensure all IT services are working efficiently
• Support the onboarding and offboarding of staff Triage and troubleshoot technical issues
• Helping team to manage asset inventory, procurement, repairs, auditing and licensing
• Support in documentation

To be successful...

• Proficient in supporting Windows 10 Experience with Intune or similar MDM products would be benificial although training will be provided
• Strong communication skills - be able to talk non-technical staff through troubleshooting steps.

Other duties include;

• Field incoming service requests from end users in person, by telephone and electronic formats in a courteous manner.
• Build rapport and elicit problem details from service desk users.
• Reinforce SLAs and policies to manage end user expectations. Prioritise and schedule work on requests.
• Escalate requests (when required) to the appropriately experienced technician.
• Perform analysis, diagnosis and resolution of complex desktop problems for end users and recommend and implement corrective solutions. This includes installing and upgrading software, installing hardware, supporting networked peripheral devices, implementing file backups and configuring systems and applications.
• Record, track and document the service desk request problem solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution

PERSON SPECIFICATION

ESSENTIAL

Further education diploma or equivalent

Experience of providing desktop support in an Enterprise IT environment

Excellent technical knowledge of PC hardware including hands-on hardware troubleshooting experience

Excellent technical knowledge and hands-on experience of all aspects of desktop operating system support including experience with Windows XP, Windows 7 and Windows 10 in a corporate environment

Ability to conduct research into PC issues and products as required

Ability and willingness to learn new technologies

DESIRABLE

Degree in a numerate discipline

Experience of providing desktop support as part of a team in a complex environment of several hundred end users or more.

Excellent technical knowledge of printer hardware including both local and networked multifunction devices

Working technical knowledge of current network protocols, server operating systems and standards including exposure to Microsoft Windows Server, Active Directory and Exchange.

Experience of any of the following: Application packaging and delivery; System Center Configuration Manager (SCCM); Enterprise support of smartphones; IP Telephony; Supporting Apple Macs

A track record of implementing improvements to the delivery of desktop support either through the introduction of technology or new process

Able to quickly assimilate and understand complex IT system and application concepts

Benefits offered

Employee Assistance Programme (EAP) - A confidential service available to support employees and their families with work or personal problems. Providing access to professional counsellors, psychologists, and work-life consultants available to help and support individuals in tackling all types of problems.

Annual Leave – Generous entitlement up to 40.5 days a year, with carry over possible and guaranteed time-off for Christmas.

Pension - Employer Contribution of 15% in a Personal Pension Plan and employee contribution flexibility.

Self-managed hours and Flexible Working – option to manage and spread your working time in line with organisational needs to create a healthy work life balance.