The Role

To provide 1st and 2nd line technical support to our users, ensuring their incidents are resolved in an efficient and professional manner and in line with service level commitments. The post holder is responsible for the provision of technical support and maintenance to all supported IT business systems, hardware and applications.

Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues. It is critical you manage your own time and workload to process multiple incidents at the same time and ensure effective resolution.

In this role, you’ll have the freedom to explore and provide the best solutions for our users and in turn develop your technical skills by supporting some challenging and interesting products and technologies.

Key Responsibilities

The Ideal Person

Qualifications

 

  • Provision of quality 1st and 2nd line technical support to company users, in a heavily Microsoft 365 oriented environment
  • Act as a technical escalation point for junior colleagues
  • Accurate recording of issues and resolutions in our helpdesk system
  • Accurate recording of hardware in our asset management system
  • Managing your own workload and time
  • Take responsibility and ownership of incidents and requests and escalating where required to senior technical colleagues or 3rd party IT partners
  • Provide guidance to users on technical and/or business knowledge
  • Demonstrable documentation skills (reports, policies, procedures, workflows) as required
  • Occasional travel across the UK where required

This list is not exhaustive

 

  • Motivated to learn and develop within the company
  • Show awareness of how businesses are impacted by their IT and prioritise work accordingly
  • Work well under pressure and go the extra mile to provide excellent customer service
  • Show an organised, proactive, and analytical approach to all work
  • Adaptive and a positive attitude to challenges and change
  • Demonstrate strong communication skills and ability to empathise with user’s issues and build strong, professional relationships
  • Take ownership of issues and show initiative in solving them
  • Work effectively and efficiently with the IT team and third parties
  • Excellent communication skills for dealing with diverse colleagues
  • Adept at researching issues that require further investigation

 

  • At least 4 years of experience working in a similar role
  • Full UK driving license
  • Good knowledge of the full Microsoft 365 product suite
  • Strong understanding of fundamental network protocols and devices
  • Extensive experience troubleshooting Windows 10 devices
  • Experience troubleshooting peripheral IT equipment, such as printers
  • Recent relevant industry certifications, such as CompTIA or Microsoft
  • Knowledge of computer hardware
  • Windows Server 2016 or 2019 skills and experience
  • Microsoft Active Directory administration and user creation experience
  • Understanding best practice around security

Apply to be our IT support analyst

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