IT Support Analyst

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Job Title: IT Deskside Support Analyst - Level 2Location: Chiswick, London W4 5YESalary: Competitive, depending on experience Job Type: Full Time, PermanentInternational SOS are a health & security services company who are in the business of saving and protecting lives, when involved in health or security situations worldwide. More than 12,000 multi-cultural health, security and logistics experts stand by to provide support and assistance from over 1,000 locations in 90 countries. Forming part of the desktop support team, your role will be to provide IT Support to their workforce to ensure they can deliver their service to subscribing clients.The Role:This role is an ideal opportunity for someone to increase and develop their knowledge within the desktop support arena and grow technically within a busy and challenging environment.Key Responsibilities:Build PCs and Laptops as requiredResolve problems with servers, PCs, network and telecoms infrastructureResolve tickets escalated from the Global IT Operations Service Desk & Local ITEnsure that all changes to assets allocated to users are recorded in the Asset Management DatabaseEnsure the delivery of service in accordance with SLAsProvide 24 x 7 'on call' support on a rotational basis. Once every 4 weeks. 7 days on call. Monday start of shift to handover the following Monday start of shift. Overtime rates paid for time on call.Maintain good working relationships with other members of the IT team and Global IT Operations Service Desk as well as members of other departments (within the UK and worldwide) to ensure delivery of quality service to the CompanyUndertake administrative processes and procedures ensuring that they are followed accurately, diligently and are completed efficiently with minimal supervision.Ensure user compliance with corporate, IT and security policies and proceduresIdentify opportunities for improvement and make recommendations to line managementUse documentation to undertake role and report any gaps in the documentation to the IT Operations ManagerSupport the implementation of the DR processes in the event of total or partial failure/loss of the Production EnvironmentEnsure that all resources are maintained in accordance with the Confidentiality, Integrity and Availability principlesProvide guidance and training to users and develop user guides where appropriateLiaise with external service providers and their respective support teams to provide effective and efficient customer support to the business.Ensure continuing personal development as new technologies are introduced within the department and migrated into the production environmentPossible travel to other Northern Europe sitesAbout you:Skills:High level of 2nd line IT support skills and very strong troubleshooting skillsDemonstrable experience in a similar role providing deskside support to users with varying degrees of computer literacyProven IT support experience in a corporate or government environmentComfortable with supporting VIP usersExperience in installation, configuration and support of DELL PCs, laptops, various types of peripheral hardware (including copiers, printers, and data projectors mobile phones)Competent experience with Windows 10 and Office 365 and Apple iPhones.Experience with service desk / help desk ticket logging applicationExperience performing desktop and laptop builds using tools such as Microsoft SCCM / AutopilotFluency in supporting remote users; Secure remote client (VPN)Able to troubleshoot Soft/Hard IPT phones (Avaya experience desirable)Experience troubleshooting various conference solutions (Zoom, MS teams, Skype for Business)Experience of mobile device management and supporting a fleet of corporate devices such as iPhones.Knowledge of Active Directory / Azure and Exchange & Office 365 environment; general administration of users' accounts.Basic understanding of Network patching, VLAN, FirewallAble to setup/ support conferences if requiredAbility to work in a team environment with minimal supervisionFluent English written and verbalPersonal attributesThorough, demonstrates attention to detailAble to work on own initiative with minimum supervisionOrganised and able to identify and prioritise workSupportive and reliable team memberAble to work well to pressurised deadlinesMust appreciate importance of standardsPersonable and confident approach to dealing with issues and a natural ability to build relationships with end usersMethodical workerExcellent timekeeperAttention to detailPrepared to be hands onFlexible for swapping shiftsGood team playerPlease Note: Candidates must be in commutable distance of site - NO REMOTE WORKING OPPORTUNITIES AVAILABLE.Please click on the APPLY button to send your CV and Cover Letter for this role.Candidates with the relevant experience or job titles of; IT Analyst, IT Technician, IT Service Desk Technician, IT Desk Support, IT Support Technician, Desktop Support, IT Support Engineer, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk, IT Systems Engineer, IT Systems Technician, IT Systems Support, 2nd Line Support Engineer, 2nd Line Support may also be considered for this role.