This company is looking for a Senior IT Support Analyst to support the business with all IT functions, maintain a high level of service and work towards their standards as per their support charter.
Their team goal is:
- To provide the best service they can
- To reply with courtesy and professionalism
- To resolve all queries or problems within 24 hours
- To reach and maintain senior level within the team
- To communicate with the business
Tasks and Responsibility
- Respond to all tasks, issues and change requests assigned through helpdesk system.
- Record all activity in helpdesk system.
- Maintain a high level of admin for logged calls as per support charter
- Escalate P1 calls to senior management as per support charter
- Work within agreed call priorities and escalation procedures as per support charter
- Communicate thoroughly and efficiently with the business
- Work as part of a geographical distributed team.
- Take ownership of own workload
- Liaise with other colleagues in the support desk, Tech team and ERP teams.
- Troubleshoot / Resolve end user technical issues
- Maintain back end systems (Anti-virus / Backups etc)
- Deploy PCs, Handhelds and mobiles to users as required.
- Roll Out new systems, software and upgrades
- Maintain Wi-Fi, LAN switches and other PC infrastructure systems
- Ensure software deployed is compliant with licensing and other policies.
- Maintain Group Policies, Checkpoint and other control technologies
- Produce and publish documentation
- Undertake training and research to maintain knowledge of current technology and systems.
Required Knowledge / Skillset
- Microsoft Technologies
o Active Directory,
o Windows Server
o Windows Clients
o Office Suites
o Exchange
- VMWare
- Cisco Meraki
- Checkpoint Endpoint
- Solid understand of networking protocols and principles (LAN/WAN)
- Cisco CCNA desirable
- Previous experience in a technical support role
Essential individual attributes:
- Excellent technical ability in one or more portfolio areas (List above)
- Very good technical understanding of current leading technologies, suppliers and industry terminology
- Able to prioritise under pressure and work to deadlines
- Excellent decision making, judgement, planning and organisation skills
- Flexible, calm and approachable, ‘can do’ attitude
- Solid customer relations skills to understand customers concerns and requirements
- Ability to work well within team, supporting other team members
- Willingness to gain relevant qualifications and accreditation's
Salary and Benefits
o Salary between £35,000 - £38,000 annual
o 25 days holiday plus UK bank holidays
o Out of hours on call allowance
o Company Car / Allowance
Special Terms and Conditions
The job holder must undertake to work outside normal working hours at weekends when required.
Job Holder must hold clean UK Full Driving License
Some travelling (including international) may be required to for team / department meetings and on site working.