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1st/2nd Line Support Analyst

Posted on Aug 28, 2019 by Frontier Economics

London, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time

Sitting within the IT Team, the 1 st /2 nd Line Support Analyst is responsible for providing support (both onsite and remotely) to our offices throughout Europe. The ideal candidate will have a passion for providing IT support and will have a genuine desire to help. They will have excellent communication skills and a willingness to learn. In addition the Support Analyst will have strong team working skills and a flexible approach.

Role Components:

  • Customer experience
  • Results driven
  • Flexibility and initiative
  • Communication skills Frontier Ambassador

Role Component and Responsibilities & Deliverables:

Customer Experience:

  • Provide excellent customer service to all colleagues working onsite and remotely.
  • Deliver first class advice and support to ensure an outstanding employee experience.
  • Respond to all ad-hoc requests in a timely and efficient manner.

Results Driven:

  • Manage incidents and requests in a dedicated management tool.
  • Demonstrate a "can do" attitude when responding to different requests.
  • Demonstrate good time-management and organisational skills.
  • Have a desire for continuous improvement of own knowledge and wider IT solutions.
  • Deliver against key objectives and understand, and succeed in, SLA attainment.

Flexibility and Initiative:

  • Travel to all European offices (when required) to support colleagues and assist with offices moves/expansions.
  • Ability to handle multiple tasks.
  • Prioritise urgent requests across all Frontier offices.
  • Ability to "think on your feet" and react positively to varied or difficult situations.
  • Support with project work and out of hours/weekend cover.
  • Help and assist other team members.

Communication Skills:

  • Exceptional communication skills; both verbal and written.
  • Provide weekly metrics to the recruitment manager as required.

Frontier Ambassador:

In line with the firm's values of Open, Interesting, Profitable and Fun all members of the IT team are expected to;

  • ensure an outstanding employee experience,
  • deliver first class advice and support,
  • embed the values of the firm,
  • create open channels of communication,
  • promote continuous development and improvement, innovative ideas, future focused IT
  • be neutral, friendly and approachable

Technical Skills and experience

Essential Experience

  • Proficient use of all Office 365 applications.
  • Good knowledge of Desktop applications and operating systems knowledge (Windows 10/Server 2016/O365).
  • Technical fault diagnosis skills.
  • Basic Active Directory/Exchange/O365 administration desirable (training can be provided)
  • Laptop deployment, basic SCCM knowledge
  • Exposure to Networking including switches, routers (DHCP,TCP/IP, DNS, cabling)
  • iOS and Apple Devices, MDM
  • Audio and video conferencing solutions
  • Printing and Scanning Solutions
  • Patch Management
  • Incident or problem management

Desirable Experience

  • Relevant Microsoft and Networking qualifications, CompTIA A+ and N+ or relevant experience or willingness to attain*
  • At least two years relevant work experience
  • Experience working in a high volume environment

Behavioural competencies

    • Genuinely excellent people skills; exemplary professionalism, enthusiasm, positive energy, openness and integrity (eschewing any "office politics")
    • Self-Managing - Ability to handle multiple tasks with limited direction
    • Change orientated - Has a flexible and adaptable approach to problem solving
    • Judgement - Trusted to make sound decisions and is seen as a trusted advisor
    • Communication - An open and confident communicator can communicate at all levels (internal and external)
    • Open - Is approachable and works collaboratively

*The company is also willing to provide funding for relevant professional training courses in addition to providing access to learning resources and continuous development in the role.

Reference: 749924871

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