IT Technical Support Specialist
2 weeks ago
We are seeking an experienced IT Support Analyst to join our team. The successful candidate will be responsible for providing technical support to our staff, maintaining a high level of customer service, and ensuring that all IT systems are running smoothly.
Key Responsibilities:- Provide technical support to staff via phone, email, and on-site visits.
- Maintain a high level of customer service and ensure that all support queries are resolved in a timely manner.
- Take ownership of user problems and be proactive in dealing with user issues.
- Log all calls on the call logging system and maintain full documentation.
- Respond to enquiries from clients and help them resolve any hardware or software problems.
- Support users in the use of computer equipment by providing necessary training and advice.
- Work as part of the IT Support team and any other operational/project teams as requested by the IT Manager.
- Manage workloads and notify the IT Manager when KPI/Targets are going to be breached.
- Allocate more complex service issues to the relevant IT Support team member.
- Raise any security concerns to the IT Manager.
- Maintain reports and logs in line with departmental policy.
- Obtain quotes and process orders in line with departmental policy.
- Set up and configure new laptops and desktops.
- Install authorised software to laptops and desktops.
- Configure/maintain computer systems, networks and peripherals as instructed.
- Undertake trips to other sites/data centre including staying overnight where appropriate (and maintain a valid UK driving licence).
- Any other duties as requested by the IT Manager.
- Keep abreast of IT Trends and engage with IT Manager to develop personal development plans.
- Active Directory user and computer administration.
- Windows desktop administration.
- Windows Server administration.
- O365 administration.
- Exceptional Customer Service skills.
- Proven experience working within IT service delivery.
- Excellent troubleshooting and problem-solving skills.
- Excellent ability to transfer knowledge within a team.
- General Network administration and troubleshooting, TCP/IP and WAN/LAN/Wi-Fi.
- ITIL Certified.
To be considered for this role, you must have a full UK driving licence.
Benefits:We offer a range of benefits, including:
- 20 days holiday per year + statutory bank holidays.
- Long service leave, increasing by 1 day per year until a maximum of 26 days.
- Gift vouchers at 20 years service + certificate + plaque.
- Employee of the Year awards.
- Parking at our HQ, CCTV monitored with 6 to 8 EV bays.
- Hub for hot & cold food and drinks, relaxed meetings.
- Pension - standard auto enrolment contributions.
- Rewards - employee rewards system from Reward Gateway.
- Bike to work scheme.
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