Internal IT Support Analyst
You’re right at our core, keeping our tech engines firing. The IT developers, protectors and futureproofers who support, stabilise and secure so we’re all systems go. If something goes down, you get it back up. If it needs improving, you finesse and fine-tune it. Because nothing less than peak performance – ours and yours – will do.
What does an IT Support Analyst do?
Our Internal Support Analysts are part of an enthusiastic, highly skilled team supporting end users and a variety of systems including Desktop, Telephony and Windows Server estate.
You will provide daily support to all users, troubleshooting, identifying causes, as well as testing new technologies.
What we ask of an IT Support Analyst
There are things we ask of everyone who works with us, and some that are specific to each role. Here’s what we need from our IT Support Analyst.
Give it your all
Provide desk side support, administration, support installations & office moves.Take ownership of 1st – 3rd line IT support issues and ensure incidents are resolved within agreed service levels. Escalate issues to 4th line support as necessary.
Maintain the integrity and availability of the infrastructure. Support of SharePoint/Cloud, Cisco CUCM or equivalent e.g. Avaya. Assist with daily routine checks which involve SCOM monitoring checks and also monthly data restore testing.
Work within an ITIL/ ISO 20000 and 20001 framework to preserve vital production services and produce appropriate documentation. Maintaining the team SOP documentation and knowledge base when necessary.
Work well with others
Build collaborative, productive relationships, supporting end-users across the business. Ensure that a high level of customer service and support is provided to all internal and external customers.
The skills and experience you bring...
You have some previous experience in a technical support role, ideally in an ITIL environment, and are used to managing a workload of multiple priorities. You have a desire to learn new technologies and real interest and passion for IT.
You have worked with a variety of technical devices and you have a professional understanding of technology.
You have excellent communication skills, a friendly and approachable manner with the ability to communicate at all levels of the business.
You know your way around Active Directory, Office 365, Windows laptop imaging and you have an understanding of ITIL processes.