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 at the forefront of 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 model.

As a Lead IT Support Analyst - Technical, you will report to the Helpdesk Team Leader – Technical and leverage your expertise to provide telephone and remote IT assistance to users throughout the organization. Collaborating with your team, you will strive to resolve issues at the first point of contact and within established service levels.

Your responsibilities will encompass the following:

Offer support and mentorship to 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 various business areas, ensuring 1st/2nd line resolutions are achieved whenever feasible. Provide assistance for a diverse range of technical issues. Take full ownership of incidents, ensuring timely and accurate updates are communicated to customers and documented in the Group IT Helpdesk System. Escalate high-priority incidents to the Helpdesk Team Leader - Technical and collaborate with the technical team to address incidents that exceed the technical scope of the IT Helpdesk or necessitate a site visit. Assume the responsibilities of the Helpdesk Team Leader – Technical in their absence.

The ideal candidate will possess prior experience in an IT Helpdesk setting and demonstrate proficiency in troubleshooting various issues. Your role will involve working collaboratively within the Technical Helpdesk to support our existing technical infrastructure.

This position is dynamic and fast-paced, requiring a high level of multitasking. You will engage with stakeholders at all levels within the organization.

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

Supervising a Support desk and/or Service delivery team. Proven track record of adhering to best practices. Experience in a technical support environment. Managing incoming calls and emails within a technical support context. Analyzing and resolving incidents across various business areas within established service levels.

The ideal candidate will also possess:

A positive and helpful demeanor. Ability to manage multiple work streams concurrently. Strong analytical and problem-solving skills, including troubleshooting PC hardware and peripherals. Knowledge of installing, configuring, and supporting Microsoft Operating systems, Microsoft Office applications, Active Directory administration, Network troubleshooting (TCP/IP, DHCP, and DNS), Backup/Restore processes, and 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 arrangement. 25 days of Annual Leave + Bank Holidays + an additional day off for your Birthday. Incremental annual leave entitlement based on length of service: 27 days after 5 years and 30 days after 10 years. Length of service recognition awards. Employee Assistance Programme. Competitive Pension Scheme. Coverage for Initial Disclosure Check costs, if applicable to the role. 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 complete job description before applying.

Please note that we reserve the right to close the vacancy ahead of the stated closing date without prior 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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