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IT Support Analyst

IT Support Analyst


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)