IT Support Analyst

IT Support Analyst - 3 Months Fixed Term Contract

Head Office, Hemel Hempstead

Job summary:

The IT Support Analyst will provide IT technical support to internal and external customers. Responding to support requests and queries, dealing with software and hardware problems as and when they arise. Responsible for managing security and access requests and monitoring and maintaining core business systems and services. The Analyst will support and contribute to projects, software and hardware deployments and continuous improvement initiatives. Travel to other sites will be required at times if necessary, to perform maintenance tasks, project work and deployments. As a 24x7 business, the role will require off-hours incident support as part of an on-call rota.

Major duties & responsibilities:

• Provide 1stand 2ndline helpdesk support. Log, answer and handle internal and external support tickets. Resolve issues as the first point of contact whenever possible via Email, Phone, Remote tools or in person. Redirect or escalate support tickets as required to appropriate teams or colleagues
• Provide user account setup and administration
• Microsoft Office 365 support and administration including User account management, and technical support for the full suite of Office applications
• Windows 10 Support, Troubleshooting and resolution.
• Support for Network Printers, conferencing equipment, a variety of mobile devices including warehouse Pick equipment, PDA’s and Tablets
• Management of mobile and fixed telephony including hardware configuration and user access and permission management
• Provide support for equipment moves and installations
• Network Patching, and management of equipment repairs and returns
• Monitor and troubleshoot system or application performance and adjust or make recommendations as appropriate.
• Work with local and global support teams and external vendors
• Maintain Asset registers and documentation for IT systems and processes
• Assist with the creation of process and training materials for systems

Profile:

• A Customer service-oriented individual, able to provide technical support to all users at all levels in an efficient and accurate manner
• Must have good interpersonal skills with a can-do attitude.
• A desire and willingness to learn new skills and technologies and make improvements
• Strong analytical and troubleshooting skills and the ability to multitask
• Strong written and oral communications skills
• Displays the ability to plan, organise, and structure work

Technical competencies:

• Previous experience working in an IT Support role
• Ability to work in a 24x7 on-call IT organization
• Team player, with the ability to work in a standalone environment
• Strong support skills for Microsoft Office 365 suite
• Strong support skills for Windows 10 and Server 2012 through to 2019
• Solid understanding of Active Directory and Group Policies
• Excellent troubleshooting and analytic skills
• Experience of working with managed service providers
• Full UK driving license
• Good understanding of network TCP/IP protocol LAN and WAN
• Experience working in a Service desk environment utilizing tools such as ServiceNow, Managed Engine etc.

Job Types: Full-time, Fixed term contract
Contract length: 3 months

Benefits:

• Casual dress
• Discounted or free food
• Flexitime
• Free parking
• On-site parking
• Referral programme
• Wellness programme

Schedule:

• Flexitime
• Monday to Friday

Experience:

• IT Support: 2 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Hemel Hempstead, HP2 4YJ