Lead IT Support Analyst

3 weeks ago

Bristol, Bristol, United Kingdom Priory Group Full time

Lead IT Support Analyst - Technical Assistance

Reference

PRI94772

Location

Priory Group IT Offices

Priory Group Division

Central Services

Salary

Competitive

Hours

37.5

Vacancy Type

Permanent - Full Time

Job Advert - Division Information

Joining Priory means becoming part of a remarkable organization that is transforming the health, social care, and education sectors across the UK.

Job Advert Location Description

An opportunity has arisen within the Technical Helpdesk for a Lead IT Support Analyst, offering a hybrid working arrangement.

In this role, you will report to the Helpdesk Team Leader – Technical, utilizing your expertise to provide telephone and remote IT assistance to users throughout the organization. As a collaborative team member, you will strive to resolve issues at the first point of contact, adhering to established service levels.

Key Responsibilities:

Mentor and support team members, fostering best practices and enhancing proactive resolution and customer service skills. Manage all incoming calls and emails directed to the Group IT Helpdesk. Analyze and resolve incidents across the organization, ensuring first and second line resolutions are achieved whenever feasible. Provide assistance for a variety of technical challenges. Take full ownership of incidents, ensuring timely and accurate updates are communicated to customers and logged in the Group IT Helpdesk System. Escalate critical incidents to the Helpdesk Team Leader - Technical and collaborate with the technical team for issues that exceed the Helpdesk's technical capabilities or require on-site intervention. Assume the responsibilities of the Helpdesk Team Leader – Technical in their absence.

The ideal candidate will have prior experience in an IT Helpdesk setting and a strong background in troubleshooting technical issues. Your role will involve supporting our existing technical infrastructure.

This position is dynamic and engaging, requiring a high level of multitasking. You will work collaboratively with a team while interacting with stakeholders at various levels within the organization.

You should be capable of working autonomously and possess experience in the following areas:

Supervising a Support desk and/or Service delivery team. Demonstrating a history of adhering to best practices. Experience in a technical support environment. Handling incoming calls and emails within a technical support context. Analyzing and resolving incidents across the organization within established service levels.

The ideal candidate will possess:

A positive and supportive demeanor. The ability to manage multiple tasks simultaneously. Strong analytical and problem-solving skills, including troubleshooting PC hardware and peripherals. Proficiency in installing, configuring, and supporting Microsoft Operating systems, Microsoft Office applications, Active Directory administration, network troubleshooting (TCP/IP, DHCP, and DNS), backup/restore processes, and use of remote access tools. Exceptional written and verbal communication skills, proven analytical and problem-solving capabilities, and the ability to prioritize and manage their workload effectively.

What we offer:

Hybrid working arrangements. 25 days of Annual Leave plus Bank Holidays, with additional leave for your Birthday. Annual leave entitlement increases based on length of service: 27 days after 5 years and 30 days after 10 years. Recognition awards for length of service. Employee Assistance Programme. Competitive Pension Scheme. Coverage for Initial Disclosure Check costs, if applicable. Access to 'My Possible Self' App and health-related benefits. Online discounts and cashback rewards. Technology scheme (subject to qualifying period). Cycle to work scheme (subject to qualifying period). 'Cash for Colleagues' – Employee referral scheme. Career Pathways Programme for development and further qualifications.

We encourage you to review the full job description prior to applying.

We reserve the right to close the vacancy ahead of the closing date, without notice.

Division DBS info

Disclosure

All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI, or Disclosure Scotland. We are an equal opportunities employer. Priory will cover the cost of a DBS.

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