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Desktop Support Analyst
2 months ago
Join a reputable business who have a number of awards, most recently been named as an Award winner (Gold Award) in MoD Defence Employer Recognition Scheme
Join a team at an exciting time, at the start of re-defining their systems, with the opportunity to influence and shape the product
Job Description:
We are looking for technically skilled candidates with good problem-solving abilities for the position of End User Support Technician working within the IT Support team. The duties include being a point of contact for all IT related questions at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other duties. Work can also occasionally include the overseeing of installation of network and camera cabling, installing wired/wireless networks, security camera systems, phone systems, and door access systems.
You are expected to display good interpersonal skills as you will interact with clients from various departments and executive levels. You are to listen to their technical needs, understand their problems and implement solutions for them.
Responsibilities:
Serve as the initial contact for reporting of technical issues and answering questions regarding software/hardware/network
Provide "white glove" service working with executive level personnel.
Accurately diagnose and resolve technical issues.
Effectively escalate issues to the appropriate resources when necessary.
Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation.
Ability to prioritize work and exercise good judgement while managing multiple tasks.
To provide support for the user base for all hardware/software and communication products used, always adhering to the agreed SLA.
To maintain hardware assets. This will include the registering of hardware assets and ensure compliancy.
To install, upgrade and support desktop applications, hardware and operating systems.
To provide 1st and 2nd line support on all servers across the infrastructure this will include both physical and virtual implementations.
To provide 1st and 2nd line support for all networking components, i.e. switches, cabling and associated peripherals.
To plan, manage and assist with office moves, ensuring all IT equipment is disconnected and reconfigured in accordance with the requirements.
To administer the backup software, amend backup and carry out restores in line with the backup and restore procedures.
To administer M365 accounts and access permissions as required.
To be conversant with IT security and provide support including antivirus and peripheral access management and end point protection To produce documentation, procedures and technical notes.
To assist the wider IT Central service teams in provisioning upgrades / improvements as instructed
To ensure that the work areas and equipment are maintained in a clean and tidy state. Undertake additional duties as directed by direct line report or IT central services teams Qualifications / Experience:
Experience in a hands-on technical support role.
End-User desktop support, mobile device support, email support.
Experience troubleshooting AV equipment and remote conferencing tools.
Proficiency with current Windows OS.
Experience with Active Directory and Exchange.
Experience with O365 Administration and Troubleshooting.
Knowledge and experience supporting, troubleshooting and configuring PC Hardware.Desirable:
Experience in the Defence / Aerospace or safety regulated environment would be advantageous.
ITIL process management
