IT Support Analyst

29 Sep 2017
03 Nov 2017
Contract Type
Full Time
Box-it is a document management company offering business process outsource solutions that enable organisations to streamline departments, deliver efficiency gains and ultimately cut costs; often significantly. Their customers include government agencies, well-known blue-chip enterprises and many smaller businesses across the UK and Ireland. Box-it now seeks an experienced IT Support Analyst to provide technical IT support to Box-it staff and customers. The successful candidate will be responsible for the monitoring and managing of servers and workstations together with systems and applications associated to Box-it. This role will involve: - Maintaining a high degree of customer service for all support queries, acting with a professional and friendly manner at all times. - Acting as the escalation point for all alerts and also escalating technical, support and network infrastructure issues. - Monitoring and keeping within all agreed SLA,s and OLA,s set by Box-it Customers. - Resolving issues involving IT Systems for Box-it and its customers. - Supporting Box-it staff users in the use of telephony, computer equipment and business application software by providing necessary training and advice. - Providing hardware support for PC's, scanners, scanner configuration and barcode-readers. - Responding to file-based processing issues and also issues involving back-ups & server capacity. - Ensuring that internal processes are followed and completed within required timescales. - Managing the Service Desk ticket queue while also effectively managing own ticket queue in order to keep to the agreed level by the Service Delivery Manager. - Maintaining own security and user security on all systems. - Producing monthly reports on status of workload and open projects. - Training, mentoring and developing new members of the team. - Building relationships with business units, third parties and key stakeholders. - Upholding and promoting the image, values and behaviours of Box-it and Box-it IT Support. The successful candidate will have previous experience and strong knowledge of the following: - Working in a 1st line Service Desk/Helpdesk role. - Troubleshooting and using remote access tools. - Using Service Desk Management system or Helpdesk call logging system. - Using and troubleshooting MS Office, Office 365, MS Word, Excel, PowerPoint, Outlook, MS Exchange 2003 (permissions, calendar sharing, delegation). - PC hardware and software set-up and configuration. - Server administration and monitoring (Windows 2003/2008R2/2012). - Microsoft Windows based operating systems XP/7/8/8.1 and 10. - Commercial scanning. - ITIL V4. - A Microsoft accredited certification in a recent Windows desktop operating system and server operating system would be advantageous. Candidates should have proven excellence in interpersonal, communication and client-facing skills combined with an excellent telephone manner. An ability to work under pressure and to manage one's workload effectively is also essential. This is a full time, permanent position, primarily based in Winchester though some UK travel may be required. To apply, please email your CV including current remuneration details to our retained consultant Hugh Nickerson at Conundrum Consulting Limited quoting reference CND-P517 in the email subject line. Strictly no agencies, all enquires will be forwarded to Conundrum.
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