IT Support Analyst Full Time

Spencer Rose Ltd

IT Support Analyst (1st/2nd line)

City of London (5 days on-site)

Up to £35,000 per annum + annual discretionary bonus

On behalf of an industry leading organisation, I have an exciting opportunity for an experienced IT Support Analyst (1st/2nd line) to join their EMEA support team based out of their London Head office. The person in this role will work as part of the IT Support team and will be a key point of contact for their End User community. Alongside the team, the person in this role will support the activities of desktop services.

This position would be great for someone with some experience in a support role who is keen to develop their technical skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology and its application and use in the business, as well as customer oriented with a desire to learn and develop a career in technical service delivery.

Responsibilities:

• Working within the IT support team, you will be a key point of contact for user incidents & service requests.
• Helping to triage and resolve user incidents & service requests, taking ownership, troubleshooting and liaising with other IT teams in order to resolve and manage user expectations.
• Creating and maintaining accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
• Educating colleagues on best practise, adoption and utilisation of technology, applications, and services.
• Working with the Lead IT Operations Administrator to identify trends and spot potential problems.
• Improving and iterate on service support provision to the office.
• Ensuring computers, printers and other peripherals are operational.
• Providing support with hardware and software maintenance.
• To fulfil additional/ad hoc duties as needed in order to meet the needs of the business.

Client technical environment includes:

• Active Directory, Exchange (both on-prem and O365),
• VMware
• MS Office standard workloads (EO, EoP, Office, Powerpoint)
• Apple hardware & OS
• HP Hardware
• Multi Factor Auth setup (MS MFA, DUO)
• MS Intune
• Collaboration

Experience required:

• Previous experience within an IT Support is essential (2 years minimum)
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, Chat or face to face.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution focused approach.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative.
• Flexible and willing to work outside of the core hours if necessary.
• Knowledge and some experience of products within the Microsoft Office 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous.
• Knowledge and experience of Active Directory administration, including user maintenance, configuring PCs and groups.
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.