Lead Technical Support Analyst

3 weeks ago

Bristol, Bristol, United Kingdom Priory Group Full time

Lead Technical Support Analyst - IT Services

Overview

Join a dynamic and innovative organization that is transforming the landscape of health, social care, and education. We are seeking a Lead Technical Support Analyst to become an integral part of our IT Services team.

Role Summary

This position offers an exciting opportunity to work within our Technical Support Helpdesk. The successful candidate will be responsible for delivering exceptional IT support to users across the organization, ensuring that issues are resolved efficiently and effectively.

Key Responsibilities

  • Provide mentorship and support to team members, fostering a culture of best practices and enhancing customer service skills.
  • Manage incoming requests via phone and email, ensuring accurate logging and tracking of all incidents.
  • Analyze and troubleshoot technical issues, striving for first-contact resolution whenever possible.
  • Take ownership of incidents, providing timely updates to users and maintaining detailed records in the IT Helpdesk System.
  • Collaborate with the Helpdesk Team Leader to escalate critical incidents and work with technical teams for complex resolutions.
  • Assume leadership responsibilities in the absence of the Helpdesk Team Leader.

Candidate Profile

The ideal candidate will possess a strong background in IT support, with a proven track record in a helpdesk environment. Key qualifications include:

  • Experience in supervising a support desk or service delivery team.
  • A solid understanding of best practices in technical support.
  • Proficiency in troubleshooting hardware and software issues, including Microsoft Operating Systems and Office applications.
  • Familiarity with Active Directory administration and network troubleshooting (TCP/IP, DHCP, DNS).

Desired Attributes

  • A proactive and positive attitude.
  • Ability to manage multiple tasks effectively.
  • Strong analytical and problem-solving skills.
  • Excellent communication skills, both written and verbal.

Benefits

  • Flexible working arrangements.
  • Generous annual leave entitlement, including additional leave for special occasions.
  • Recognition for length of service.
  • Access to an Employee Assistance Programme and competitive pension scheme.
  • Opportunities for professional development and career advancement.

We encourage interested candidates to review the full job description before applying. We are committed to creating a diverse and inclusive workplace and welcome applications from all qualified individuals.

Disclosure

All positions are subject to a successful disclosure from the appropriate authorities. We are an equal opportunities employer.

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