Field IT Support Analyst

Found in: Talent UK C2 - 3 weeks ago

Brentwood, United Kingdom the National Centre for Social Research Full time
DescriptionRole: Field IT Support Analyst
Location: Brentwood (office move to Harold Hill in early 2024)
Salary: £22,000
Department: IT & Systems - Service Delivery & Asset Management
Contract: 12-Month Fixed Term Contract

We are looking for a Field IT Support Analyst (office based to support remote users), with excellent customer service skills, to join our IT Department.  As a member of a centralised support desk, you will need to provide admin\technical support and advice to the NatCen user base of circa 1000, including all interviewers and freelancers across the UK.
What you will do...
  • Provide day to day admin\technical support to all field force and staff working for NatCen.  This will include telephone and email support.
  • Following agreed procedures, troubleshoot hardware and software problems and carry out fixes where required.  
  • Following agreed procedures, install/upgrade software on users PCs and laptops where required.
  • Maintain accurate log entries of requests in the Helpdesk software with fault details and contact information, ensuring that agreed standards and procedures are met.
  • Take full ownership of a job/Request, ensuring Users are regularly informed.
  • Advise and assist colleagues in the resolution of user calls.
  • Following agreed procedures, set up, configure and install laptops and printers and any other related hardware and software.
 Other Duties:
  •  To perform any other reasonable duties that NatCen may require that are consistent with the broad nature of the job.

What you will need...
  • Excellent Customer Service skills, both face to face and via the telephone/email.
  • Some experience as a Support Analyst on a centralised Helpdesk in an organisation with multi-site, office based and remote users.
  • Experience of Windows OS and MS Office products.
  • Good knowledge of PC hardware, laptops and printers.
  • Hands on experience of Desktop and Laptop PC imaging, configuration, build and printer breakfix.
  • Experience of using remote control technology to provide remote user support.
 Desirable Requirements of the Role:
  •  HDI Certified Helpdesk Analyst course.
  • Foundation Certificate in Service Management Essentials. 

BenefitsAs well as a competitive salary, an excellent working environment (including a home/office hybrid working environment), you will be working for the largest independent social research organisation in the UK. We are proud of the benefits we offer our employees which include:
  • 25 days holiday (plus 8 bank holidays) and flexible working
  • Generous company pension scheme
  • Life insurance and health cash plan
  • Cycle to Work scheme and season ticket loan
  • Career development, professional subscriptions support and mentoring support from industry-leading experts.
At NatCen Social Research we believe that social research has the power to make life better. By really understanding the complexity of people’s lives and what they think about the issues that affect them, we give the public a powerful and influential role in shaping services that can make a difference to everyone. And as an independent, not-for-profit organisation we’re able to focus our time and energy on meeting our clients’ needs and delivering social research that works for society.

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