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
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.