IT Support Analyst

2 weeks ago

United Kingdom City & Guilds Group Full time

We have a great opportunity for a 1 st Line Support Analyst. You will provide first line technical support to all City & Guilds employees, in terms of their IT equipment and associated software. As part of the team you will be the face of IT so excellent customer service skills are needed.
We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at City & Guilds to drive this value. As ethnic minority groups and disabled people are currently under-represented, we particularly encourage and welcome applications from these communities.

You'll respond to, and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging. You'll represent IT and City & Guilds in a professional manner at all times, with the focus on helping employees make the best use of their desk top equipment.
You'll need experience of working to and reporting against SLAs and a good working knowledge of current versions of MS Office and Microsoft Windows. You must also have an understanding and awareness of ITIL framework and processes.
With good customer service skills, with the ability to interact professionally with all levels of internal and external contacts, you will have broad technical skills within a Microsoft environment. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.
At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.
We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.
Today, as well as qualifications and assessment, we offer digital credentialing, elearning technologies, executive leadership development, technical training and consultancy.
We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.

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