IT Support Analyst 1st and 2nd Line Support

11 hours ago

London, United Kingdom Charity People Full time

**Job Title: IT Support Analyst (1st and 2nd Line Support)**
**Hours of Work: 35 per week Monday to Friday (some out of hours may be required)**
**Location: Hybrid working with occasional visits to the London office, 1-2 times per week.**
**Contract Type: Temporary for at least 6 months**
**Pay: £16-£20 per hour plus holiday pay**
Charity People are delighted to be working with the world's largest membership organisation dedicated to engineering.
You will proactively manage and resolve all 1st and 2nd line issues of the IT helpdesk system, with the flexibility to support the resolution of all helpdesk calls, escalating as necessary, including the management of calls relating to Audio-Visual equipmentfrom our conference facilities. You will ensure that all workstations run effectively through regular system checks and monitoring via centralised system monitoring and maintain user management via Active Directory and Office 365.
**Role and responsibilities**:

- Manage the IT helpdesk daily. Including grading tickets to specific SLA's, efficiently responding to, and resolving 1st and 2nd line issues, and escalating as required to 3rd line.
- Proactively communicate progress to users, the IT Systems Administrator and/or the Operational IT Systems Manager.
- Work with the IT Team to continually improve the helpdesk experience. Streamlining the processes and introducing automation of 1st line duties.
- Visual equipment through installing updates and patches on user workstations where required, swapping out replacement hardware or peripherals.
- Provide support to the Events/Front of House teams for the AV/IT functionality including supporting web conferencing and lecture web-streaming.
- Install and configure new PCs, laptops and phones for staff users where necessary.
- Accurately manage the IT asset inventory and software licensing compliance. Maintain software updates and antivirus protection.
- Communicate with suppliers to obtain quotes during the procurement process for new software and/or hardware.
- Assist with project work where required to broaden skills and incorporate new IT and Web developments into the support portfolio.

**Qualifications and Knowledge**:

- Excellent knowledge of standard MS desktop products (Windows 10, Office 365, Teams, OneDrive, SharePoint etc.)
- Understanding basic principals in AD, DNS, DHCP, Print and file sharing
- Experience and working knowledge of Mobile devices (iOS, Android) MDM Management
- Working knowledge of Helpdesk ticketing systems and service level agreements
- Good understanding of modern security principles (2FA, Cipher suites, encryption) Virtual Private Networks (VPN)
We are looking for an enthusiastic self-starter, ready to hit the ground running from day one. You will be highly organised and confident in making your own decisions.
**How to apply**:
**We are looking to move quickly with this role, if you are interested in this opportunity, please reach out without delay.

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