IT Support Analyst
What we are looking for
We are looking for someone with a passion
for technology who enjoys working in an energetic environment where no two days
are the same. There will be lots of change and sometimes it won't always be
clear what the right answer is, so being comfortable with ambiguity and
willingness to adapt is key to success. Customer service is vital, and
willingness to help and go the extra mile is quite often more important than
knowing the answer the first time.
However, technical skill is also important
and so having a good understanding of Microsoft technologies with experience of
supporting a varied userbase is essential.
Most important being willing to learn and
grow, and have fun whilst doing it!
Main Duties & Responsibilities
Providing 1st line support to all staff. Be
the first point of contact for all IT issues/requests.
Diagnose and troubleshoot hardware and
software issues, including desktops, laptops, peripherals, mobile devices, and
all applications.
Provide timely resolution or escalating
complex problems in a timely manner within specified SLA
Collaborate with other team members to
resolve complex technical problems and ensure timely issue resolution and
contribute to the development of proactive solutions.
Install, configure, and maintain software
applications, operating systems, and network components while ensuring
compatibility, security, and optimal performance.
Perform routine system maintenance,
including updates, patches, security configurations and backup checks.
Educate users on basic technical procedures
and best practices to enhance their overall IT experience.
Document and track support incidents,
resolutions, and workarounds in a detailed and organized manner.
Escalate unresolved issues to other team
members or appropriate external vendors as needed.
Support the onboarding and offboarding
process and deliver IT inductions and training.
Assist in the setup and maintenance of user
accounts, permissions, and security settings across various systems and
business applications.
Provide user training and guidance on
utilizing IT tools effectively, promoting self-help resources, and encouraging
best practices.
Participate in IT projects, such as system
upgrades, migrations, and deployments, contributing technical expertise and
support as required.
Qualifications & Experience
Enthusiasm for technology!
Essential experience of working in a ITIL
environment.
Experience in a technical support or
helpdesk role supporting a Microsoft environment (ideally min. 2 years).
Strong understanding of Microsoft operating
systems and the Microsoft Office Suite.
Understanding of cloud technologies
specifically Microsoft Azure and all Microsoft associated management platforms.
Experience with troubleshooting hardware
and software issues, including desktops, laptops, printers, and mobile devices.
Knowledge of network protocols,
connectivity, and basic network troubleshooting.
Experience with remote support tools and
techniques.
Key Skills & Competencies
Able to work efficiently and prioritise
workloads/projects within agreed timelines independently and as part of a team.
Ability to communicate effectively with
team members and demonstrate good punctuality.
Adapts well to and is energised by change,
whilst maintaining focus on key business goals and personal objectives.
Excellent problem-solving skills with a
logical and analytical mindset.
Strong verbal and written communication
abilities, with the capacity to convey technical concepts to non-technical
users.
A patient and customer-oriented approach
with a commitment to delivering high-quality support.
Time management skills to prioritize and
manage multiple support requests effectively.
Attention to detail and a methodical
approach to troubleshooting and documentation.
Professionalism and a positive attitude,
even when faced with challenging situations.
Desirable Knowledge
Relevant certifications such as CompTIA A+,
Microsoft Certified: Modern Desktop Administrator, Microsoft Certified: Azure
Administrator or similar.
Scripting knowledge (PowerShell)
Experience with Cisco Meraki
Experience with Teams-based telephony
(Luware Nimbus)
