IT Support Analyst

1 week ago

Bedford, United Kingdom Human Capital Ventures Full time

Our client is a prestigious organisation that continues to see growth through business acquisition and has a very exciting opportunity for a 1st/2nd Line Support Analyst to join their shared services IT team, delivering service excellence to some 6500+ users(including VIPs and Executives) spanning multiple global office locations. As 1st/2nd Line Support Analyst you will act the first point of escalation to users encountering technical difficulties over the phone, remotely and on live messenger. You will log and manage incidents through ServiceNow providing advanced troubleshooting,analytical triaging and support working with a cross functional IT team, escalating incidents where required and following them through to closure. **Responsibilities** - 1st/2nd line support over phone, remote and live chat based to global office locations with circa 6500+ employee’s - Executive user support to senior management 500+ - Managing Incidents and requests via our IT service management tool ServiceNow - Advanced troubleshooting and analytical triage/support - Liaising with and delegating tasks to relevant teams for escalation - Supporting the Service Desk team lead and escalating support issues to Head of IT Support where necessary - Basic network troubleshooting - Mobile device support (Apple/Android) - Active Directory Users and Computer administration - Windows 10 and Microsoft product support - MAC OS X support (not essential) - Participate in ad-hoc support requests, desk moves, desk side support - Acting as a Major Incident owner during reported MI’s (following the documented MI process) **Skills and experience** - Ideally 12 months + prior experience working in Technical Support - Knowledge of experience in ITSM ticketing systems ideally ServiceNow - Strong background in Windows - Strong background in Microsoft Office - A good understanding of mobile devices, such as Apple smartphones and tablets - An understanding of excellent customer service and a "can do" attitude - Excellent communication skills, both written and verbal - The ability to work very well in a team environment - The ability to think logically - Patience and empathy when dealing with customers and colleagues - Effective problem-solving skills based on clear reasoning and sound rationale - Ability to work pro-actively, under pressure and independently with mínimal direction **Location**: Bedford, Bedfordshire + WFH **Salary**:£25,000 - £28,500 per annum **Benefits**:Bonus, optional on call, paid training and development, excellent holiday allowance, great pension, health and life insurance + more Do no let this opportunity pass you by which could be the catalyst to your IT career offering fantastic prospects and well-paid positions. Please forward CV details for immediate consideration and interview.

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