IT Support Specialist

2 months ago

Bedford, Bedford, United Kingdom Wells & Co Full time
About the Role

We are seeking an IT Help Desk Analyst to provide first-line support for our head office and managed house employees and systems in the UK and abroad.

Key Responsibilities
  • Provide first-line support in line with agreed SLAs to local and remote users and systems.
  • Ensure all open IT incidents are progressed by the IT team and updates are communicated with the end user.
  • Respond to proactive monitoring alerts and log and escalate incidents as necessary.
  • Maintain dialogue with customers throughout the life of Incident/Request tickets.
  • Follow escalation procedures for tickets.
  • Work with other IT team members on escalated jobs.
  • Support with user and equipment provisioning and deprovisioning.
  • User account maintenance.
  • End-user support for laptops, desktops, other office equipment, mobile devices, and associated applications.
  • End-user support for cloud technologies, including Office 365, Druva, Gamma Horizon, and Mimecast.
  • Support with EPOS systems, including tills, PDQs, and associated technologies.
  • Collaborate with other 3rd-party support teams.
  • Perform other ad-hoc duties as required.
About You

We are looking for an optimistic IT professional who is early in their IT career and looking to continue their experience with an evolving local business.

  • Flexible with working hours, with a rota basis between Monday and Sunday, 8am-8pm.
  • Experience of and supporting Microsoft operating systems and technologies.
  • Strong troubleshooting and analytical thinking.
  • Comfortable working to SLAs, KPIs, and metrics.
  • ITIL knowledge is beneficial.
  • End-user support experience for laptops, desktops, mobile devices, and associated applications.
  • Retail/Hospitality (FMCG) experience is highly desirable.
  • Exposure to other technologies, including Microsoft 365, Microsoft Azure, Windows Server, Cisco Meraki, and EPOS systems.
What We Offer
  • Salary based on experience.
  • 33 days annual leave, including bank holidays.
  • Private medical healthcare.
  • Group personal pension plan.
  • Life assurance.
  • 30% off dining and beer.

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