Support Analyst

Job Summary:

To provide desktop and remote support to users, maintain the service desk platform, software deployment, hardware configuration and provide excellent customer service.

This role is 5 days a week in the office.

Main Responsibilities:

• Triage incoming requests and incidents via email, telephone, self-service, ensuring appropriate resolutions or escalations to other teams.
• Maintain service desk platform including its development
• Resolve desktop problems liaising with users where necessary.
• Provide support and maintenance for applications on PCs, Macs and iOS including deployment.
• To have experience in maintaining networking typologies and Windows 10/11 operating system.
• Provide agile working support (Laptop/Surface Pro/iOS) including Intune enrolment and Apple Business Manager.
• Ensure that software implementation follows change control guidelines, procedures, and methodology.
• Deal with common network connectivity issues (Microsoft Server, Azure, Active Directory, CISCO environment).
• To liaise with the group facilities team to carry out office renovations and user moves and changes.
• Set up and configuration of meeting rooms and occasional assistance with audio/visual presentations.
• Training sessions to be delivered and/or materials created for key applications such as Office 365.
• To keep abreast of industry innovations, be proactive in proposing solutions for the benefit of the team and the wider business
• To carry out any other reasonable duties as requested by the IT Operations Manager.

What We Require of You:

• Minimum of two years working in a PC based environment.
• Candidate must have proven experience in maintaining and supporting mainstream software products such as Windows 10 and Office 365.
• An understanding of CISCO routed network topology would be an advantage.
• Knowledge of Ivanti Endpoint Manager and Microsoft Intune a distinct advantage.
• Strong interpersonal, presentation and customer service skills
• Must be self-sufficient, highly motivated, methodical and have an inquisitive mind.
• Educated to A level or equivalent with a mature disposition and the ability to communicate effectively with both technical and non-technical personnel.
• The analyst will be supporting a large and varied user base.
• We require a bright and intuitive individual who has good all-round skills and who wishes to be involved in a fast-moving environment.