Senior IT Support Analyst

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This company is looking for a Senior IT Support Analyst to support the business with all IT functions, maintain a high level of service and work towards their standards as per their support charter.

Their team goal is:

- To provide the best service they can

- To reply with courtesy and professionalism

- To resolve all queries or problems within 24 hours

- To reach and maintain senior level within the team

- To communicate with the business

Tasks and Responsibility

- Respond to all tasks, issues and change requests assigned through helpdesk system.

- Record all activity in helpdesk system.

- Maintain a high level of admin for logged calls as per support charter

- Escalate P1 calls to senior management as per support charter

- Work within agreed call priorities and escalation procedures as per support charter

- Communicate thoroughly and efficiently with the business

- Work as part of a geographical distributed team.

- Take ownership of own workload

- Liaise with other colleagues in the support desk, Tech team and ERP teams.

- Troubleshoot / Resolve end user technical issues

- Maintain back end systems (Anti-virus / Backups etc)

- Deploy PCs, Handhelds and mobiles to users as required.

- Roll Out new systems, software and upgrades

- Maintain Wi-Fi, LAN switches and other PC infrastructure systems

- Ensure software deployed is compliant with licensing and other policies.

- Maintain Group Policies, Checkpoint and other control technologies

- Produce and publish documentation

- Undertake training and research to maintain knowledge of current technology and systems.

Required Knowledge / Skillset

- Microsoft Technologies

o Active Directory,

o Windows Server

o Windows Clients

o Office Suites

o Exchange

- VMWare

- Cisco Meraki

- Checkpoint Endpoint

- Solid understand of networking protocols and principles (LAN/WAN)

- Cisco CCNA desirable

- Previous experience in a technical support role

Essential individual attributes:

- Excellent technical ability in one or more portfolio areas (List above)

- Very good technical understanding of current leading technologies, suppliers and industry terminology

- Able to prioritise under pressure and work to deadlines

- Excellent decision making, judgement, planning and organisation skills

- Flexible, calm and approachable, 'can do' attitude

- Solid customer relations skills to understand customers concerns and requirements

- Ability to work well within team, supporting other team members

- Willingness to gain relevant qualifications and accreditation's

Salary and Benefits

o Salary between £35,000 - £38,000 annual

o 25 days holiday plus UK bank holidays

o Out of hours on call allowance

o Company Car / Allowance

Special Terms and Conditions

The job holder must undertake to work outside normal working hours at weekends when required.

Job Holder must hold a clean UK Full Driving License.

Some travelling (including international) may be required for team / department meetings and on site working.