Senior IT Helpdesk Analyst

2 weeks ago

United Kingdom Further. Full time

Further is an exciting new creative group formed by Analog, DesignStudio and Pixel Artworks. We’re here to push the boundaries of creative innovation across brand, content and experience.

Role Overview:

The Senior IT Helpdesk Analyst will provide comprehensive 1st - 3rd line IT support to Further Group and its subsidiaries. As a senior team member, this role involves managing complex technical issues, acting as an escalation point for junior staff, and contributing to strategic IT initiatives. The position focuses on ensuring reliable IT operations, supporting key infrastructure, and driving continuous improvement. The Senior IT Helpdesk Analyst will play a key role in enhancing IT service delivery, mentoring junior analysts, and addressing advanced challenges such as server management, network optimization, and cybersecurity.

Key Responsibilities:

User Support & Troubleshooting (1st – 3rd Line)

  • Comprehensive IT Support: Provide 1st – 3rd line support for software, hardware, A/V and network-related issues across the group. Address escalated tickets from junior analysts and resolve advanced technical problems.
  • Advanced Troubleshooting: Investigate and resolve complex technical issues related to server performance, Active Directory, networking, and cloud services. Perform root cause analysis to prevent recurring problems.
  • Onboarding & Offboarding: Oversee IT aspects of employee onboarding/offboarding, including provisioning accounts, configuring devices, and ensuring proper data handling. Assist in optimizing these processes for efficiency.
  • Incident Management: Take ownership of high-priority incidents, coordinating resolutions with internal teams or external vendors when necessary.
  • Mentorship: Guide and support junior IT staff by sharing expertise, providing training, and reviewing their escalations to ensure timely and effective problem resolution.
  • Customer Service Excellence: Maintain a high standard of communication with end-users, ensuring their IT needs are met efficiently and professionally.

IT Infrastructure Support

  • Server & Cloud Administration: Manage the on-premises server environment and cloud services (Microsoft 365, Google Workspace), performing advanced tasks such as user management, system upgrades, and troubleshooting.
  • Network Management: Monitor, maintain, and optimize the network infrastructure, including switches, firewalls, routers, and wireless access points. Assist in designing network improvements to support business needs.
  • Active Directory Expertise: Manage Active Directory services, including advanced configurations, group policy management, and troubleshooting domain-related issues.
  • System Monitoring: Oversee the monitoring of IT systems to ensure optimal performance, identify potential bottlenecks, and resolve issues before they impact users.

Security & Compliance

  • Cybersecurity Measures: Implement and maintain security measures such as antivirus updates, endpoint protection, firewall policies, and intrusion prevention. Monitor systems for vulnerabilities and take corrective action.
  • Compliance Leadership: Ensure IT operations comply with GDPR, internal policies, and other relevant standards. Assist in audits and lead initiatives to enhance compliance.
  • Threat Mitigation: Identify and address security threats proactively. Develop recommendations to improve the organization’s overall security posture.

Backup & Disaster Recovery

  • Backup Management: Oversee the backup of critical data, ensuring regular validation of backup integrity and recovery processes.
  • Disaster Recovery Planning: Contribute to disaster recovery planning and execution. Lead recovery efforts during incidents, minimizing downtime and data loss.

Software & Hardware Management

  • Software Deployment: Plan and execute large-scale software deployments across multiple systems, including upgrades and patches. Manage license renewals and ensure software compliance.
  • Hardware Maintenance: Oversee hardware provisioning, maintenance, and replacements. Provide input on procurement to align with the organization’s IT strategy.

Documentation & Reporting

  • Incident Reporting: Maintain detailed logs of incidents, resolutions, and infrastructure changes. Provide insights into recurring issues and propose long-term solutions.
  • Performance Reports: Prepare and present reports on IT system performance, support trends, and project progress to the IT Director and other stakeholders.
  • Knowledge Base: Develop and maintain a comprehensive knowledge base for recurring technical issues and solutions to improve team efficiency.

Training & Development

  • Continuous Learning: Stay updated on the latest IT trends, tools, and best practices. Pursue advanced certifications relevant to the role.
  • Team Development: Conduct training sessions for junior analysts, focusing on technical skills, customer service, and adherence to IT standards.
  • End-User Training: Lead IT training initiatives for employees to improve their understanding of tools, policies, and basic troubleshooting.

Qualifications & Skills:

  • Technical Knowledge: Advanced understanding of Windows Server environments, Microsoft 365, Google Workspace, and networking concepts. Proficiency in diagnosing and resolving server, network, and system-related issues. Knowledge of MDM, RMM, and cybersecurity best practices is required.
  • Experience: 3-5 years in IT support roles, including experience with 1st, 2nd, and 3rd line support. Proven track record in handling advanced technical issues and supporting IT infrastructure.
  • Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, MCSA, MCSE, CCNA, or equivalent are highly desirable. Additional security certifications (e.g., CompTIA Security+, CISSP) are a plus.
  • Problem-Solving: Strong analytical skills with a proactive approach to identifying and solving technical issues. Ability to conduct root cause analysis and implement preventative measures.
  • Communication: Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users and collaborate effectively with team members and stakeholders.
  • Leadership & Mentorship: Ability to guide and mentor junior team members while maintaining a collaborative and supportive work environment.
  • Compliance Awareness: In-depth understanding of GDPR and IT security best practices, with experience in enforcing compliance across IT operations.

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