IT Support Specialist

1 month ago

High Wycombe, Buckinghamshire, United Kingdom Signet Resources Full time

About the Role:

Signet Resources is seeking a skilled System Support Analyst to provide first-line support for users in line with ITIL processes. As the first point of contact for IT-related issues, you will work with internal teams and 3rd-party suppliers to resolve incidents, manage service requests, and ensure smooth IT operations across the business.

Key Responsibilities:

  • Provide first-contact support for users regarding ITIL functions, including requests, asset management, change, and problem management.
  • Liaise with 3rd-party IT infrastructure suppliers and service providers to escalate issues and manage service delivery.
  • Communicate IT system and service activities across business areas to ensure transparency and business alignment.
  • Conduct Information Security and Data Protection control checks as part of daily operations.
  • Respond promptly to Cyber Security alerts from the Security Operations Centre (SOC).
  • Triage service requests, raise tickets with internal and external teams, and ensure timely resolution.
  • Oversee 3rd-party technology supplier responses to incidents, changes, requests, and problems, providing detailed reporting to the Service Delivery Manager.
  • Support the deployment, maintenance, and troubleshooting of user desktop devices and applications.
  • Perform risk analysis on IT incidents and escalate critical issues efficiently.
  • Maintain and manage hardware and software inventories.
  • Monitor real-time email security controls and take action where required.
  • Provide technology rollout support for infrastructure projects, including delivering user briefings and training sessions.
  • Oversee the user technology onboarding and offboarding processes, including IT induction training for new joiners and exit processes for leavers.
  • Execute user access control tasks for systems and applications.
  • Participate in ad hoc tasks and projects as assigned.

Requirements:

  • Solid understanding of ITIL processes and experience working within an IT Service Desk environment.
  • Experience in coordinating with 3rd-party vendors and managing supplier relationships.
  • Knowledge of Cyber Security fundamentals and experience responding to security alerts.
  • Strong communication skills with the ability to convey technical information to non-technical users.
  • Ability to conduct risk analysis and prioritize IT incidents effectively.
  • Familiarity with hardware and software inventory management.
  • Proficiency in troubleshooting and supporting desktop devices and related tools.
  • Experience in user access control and data protection best practices.
  • A proactive and solution-oriented approach to handling IT issues.

Why Signet Resources:

  • Work in a supportive, growth-focused environment with opportunities for professional development.
  • Collaborate with a passionate and skilled IT team, providing critical support to a leading organization.
  • Gain exposure to various aspects of IT service management, cybersecurity, and supplier coordination.

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