IT Support Analyst, 1st Line, Windows, Chichester

15 hours ago


Chichester, United Kingdom Ascend Consulting Full time

**IT Support Analyst, Chichester, Windows, AD, 365, Chichester, West Sussex to £32,000**

A leading financial services company are requiring an IT Support Analyst to provide timely and efficient 1st and 2nd Level support to the organisation. The Delivery Analyst should have extensive experience administrating common services including Windows10, Office 365 (administration as a minimum), Intune device management, Active Directory, **deploying AutoPilot builds**and Time Management.

**Key Responsibilities**
- Provide an outstanding 1st line/"Front of House" service formally representing the Group Technology Office team at all times.
- Respond to requests for IT support and services (including Incidents and Service Requests) in a timely, polite, and efficient fashion, while adhering to the defined SLA timeframes using our IT Service Management tools.
- Analyse and resolve 1st and 2nd line support while working with other support workgroups (Infrastructure, Application Support, etc.) to resolve/fulfil incidents, requests and problems.
- Log and track the status of assigned requests for IT support and services, ensuring regular customer updates.
- Provide meeting support on an ad hoc basic as and when required by the business.
- Follow the defined department ITIL processes and procedures, and wider company standards, policies and procedures; providing feedback on processes where improvement opportunities are identified.
- Maintain the CMDB to ensure accuracy and strictly follow the procurement process.
- Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule.
- Provide regular updates to customers, Head of Group IT Service Delivery and any appropriate key stakeholders (IT or Business), on progress with items, escalating issues where a technical or management escalation is required.
- Build positive relationships with users to enhance the level of service provided.
- Positively contribute ideas and feedback to help the team grow and improve; participate actively in team meetings and other activities as required.
- Provide on-call support as part of a rota ensuring calls are picked up and responded at all times. Where unavailable returning the call as soon as possible.

**Required Skills**:

- Active Directory administration (user and group management, adding objects to the domain, etc.)
- Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals.
- Mandatory current experience with Windows 10 installation, support and troubleshooting.
- Experience in building/imaging software for deploying corporate standard images to standard desktop hardware using AutoPilot (Intune highly advantageous).
- iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune.
- Understanding of Service Management concepts. ITIL foundation certificate mandatory.
- Ability to work independently and as part of a team. Ability to prioritise own workload and meet agreed deadlines
- Ability to communicate effectively at all levels
- Experience in IT Service management logging systems; ideally Service Now or similar



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