IT Support Analyst/IT Helpdesk
Posted on Sep 24, 2022 by Global Technology Solutions Ltd
IT Support Analyst - 1ST LINE SUPPORT
Onsite - Barnsley
Up to £28,000 DOE
We are looking for a support analyst with 1+ years' experience of working on a IT service or helpdesk to join a team of 6 IT Support Analysts. Working alongside our Infrastructure and Development Teams you will be involved in Day-to-Day support of the current IT estate but in addition, due to significant planned investment, you will also be instrumental in the delivery of our transformation projects.
Using the latest technology including Veeam, Microsoft SCCM, Intune, Azure AD and Office 365, the next few years will define the future standards of the team and its impact on the business. So this is a exciting time to join the business.
*Assisting first line with the handling of incidents, problems and queries to the support desk as required, providing a professional point of contact for all support issues and enquiries.
*Ensuring the logging of all incidents raised or as alerted through service monitoring, allowing effective Service Desk management of all support requests.
*Helpdesk ticket ownership and progression.
*Handling of all support email communications professionally and efficiently.
*Investigate and resolve technical issues escalated from first line support.
*Resolution of issues promptly, courteously and professionally within the second line skill set to agreed service levels (SLAs), liaising with other service team members as required.
*Escalation of irresolvable and critical/major issues appropriately and in a timely fashion.
*Notification of service affecting issues and/or the resolution of those issues, clearly and in a timely fashion.
*Cyber Security Support and Enforcement
*Supporting and Maintaining the Business's Cyber Business
*Maintaining Active Directory and Domain Services.
*Maintaining an accurate inventory of all IT hardware and software through our Service Catalogue.
*Installation and configuration of workstations.
*Ensuring all Workstation installations are thoroughly checked and tested before commissioning.
*Ensuring that new employees are logged, set up and have the required equipment, software.
*Ensuring that staff leavers are logged, disabled and documents/emails appropriately archived.
*Maintenance of backups, ensuring they are efficient and verified.
*Sourcing of new hardware and software from third party suppliers.
*Production of Support, Operational and Technical Documentation.
*Work in a safe, healthy and responsible manner and promote safe methods of operations for self, colleagues and external resources.
*Experience in a similar IT support role.
*Good written, verbal and spoken English.
*Excellent attitude to customer service.
*Good technical knowledge and understanding of IT infrastructure.
*Located within commuting (30 minutes) MUST DRIVE.
*Travel to other sites.
*Desire to advance own career in IT
*Strong interpersonal skills with the ability to deal with individuals (internal and external) at all levels.
*Confident and self-motivated team player with the ability to work to deadlines.
*Ability to work on own initiative and manage own workload.
*Methodical and logical approach to problem diagnosis and resolution.
*Ability to work under pressure and collaboratively with others.
*Windows 10 Desktop and Laptops (including some Legacy OS for Factory Machines)
*Windows Server 2022,2019,2016 and Legacy Server OS
*Microsoft Office 365
*Bespoke manufacturing operating systems and hardware systems support
*Networking (Cisco, Aruba, Netgear) including configuration and administration
*PC Imaging, Build and Installation
*Azure Active Directory Management
*Server Clustering, HA, VMWare, HPE Nimble, HPE Allectra
*Barcode scanning equipment and systems support
*Outsourcing and relationship management experience.
*Microsoft Certified (MCSA, MCSE, MCTS,MCITP)
*ITIL Foundation Certificate CompTIA Certified
*Salary up to £26k per annum
*Shift work - 6am to 3pm and 1pm to 10pm on a rotation basis
*On Call Bonus up to £2k per annum
*Investment in People through On the Job & External Training
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