IT Support Analyst

The IT Support Analyst will provide IT Support and trouble-shooting analysis to the Zoo’s IT users, enabling them to make best use of the Zoo’s investment in IT systems including computer hardware, software, network, and peripherals. You will apply the most appropriate technique(s) to analyse and resolve technical issues; managing your own time; and liaising with IT colleagues, users, and 3rd party vendors to ensure jobs are followed up and closed in a timely manner.

Responsibilities will include:

• Providing effective and efficient IT systems and user desktop support for over 400 users, utilising skills and experience to analyse any problems, asking relevant questions and troubleshooting where able or making a decision to escalate to a relevant team member where necessary.
• Accurately logging, managing and updating jobs on the IT helpdesk, ensuring that strict SLA’s are adhered to ensure an effective and efficient service is provided to the wider team.
• Taking ownership of IT jobs within the IT helpdesk, using initiative, skills and knowledge in dealing with jobs proactively and following through to closure.
• Setting up all user IT systems and ensuring that they are working effectively, including hardware, software and peripherals.
• Providing user training and new user on-boarding, demonstrating excellent customer service skills at all times.
• Providing support to senior team members within the IT support team and providing coaching and mentoring to junior team members.
• Ensuring that all policies and procedures are followed for effective and consistent operation.

The successful candidate will be experienced as below:

• IT degree and/or equivalent experience
• Providing IT Support to a wide range of users and a wide range of devices
• Working in a busy Service Desk environment using IT helpdesk systems
• Microsoft systems support including Windows OS, AD, Office, Sharepoint
• General IT infrastructure - hardware, operating systems, printers, LANs
• Be able to work on your own initiative and want to learn new skills
• Excellent verbal and written communication skills, good attention to detail
• Well-developed interpersonal skills and a professional helpful approach
• Able to convey IT updates to a variety of audiences in a user-friendly format
• Must be able and willing to work a variety of shifts including some evening and weekend work
• Understanding of networking (DNS, DHCP, TCP/IP, Firewalls, Switches, VPN, Wi-Fi) – Desirable

There is a shift rota in place in the team. Hours of work are 40 hours per week, Monday – Friday, between 8am – 7pm. 1 in 3 weekends and bank holiday working is required as rostered, for which time off in lieu will be provided.

The salary for this position is £21,934.33 per annum and in addition we offer a range of amazing benefits which can be found at https://www.chesterzoo.org/work-with-us/staff-benefits/

To apply for this position, click Apply Now to provide your current CV and complete the application form highlighting your skills and experience including why you believe you should be considered for our temporary IT Support Analyst role.

Closing date for applications is 18/07/2021