Support Analyst - 1st and 2nd line, Media / PR / Advertising

Precise Placements Ltd
United Kingdom
23 - 25000 + benefits
05 Oct 2017
06 Nov 2017
Contract Type
Full Time
T Support Analyst - Media, Creative, MAC, Microsoft My client within the Media/Creative sector are seeking an IT Support Analyst to join their team.The role of 1st Level IT Support Analyst is to ensure that customer requests are dealt with quickly and effectively, whilst maintaining the high level of service that our customers depend upon. The key responsibilities for this IT Support Analyst role are: - First line support of services such as Office 365, Skype for Business, OneDrive etc., Windows, Mac OS X, Casper, WDS, WSUS, AD, Sophos AV, Sophos Safeguard Encryption, Avaya telephony & Android, iOS, Windows Phone mobile devices. - Methodically troubleshooting, diagnosing and testing sometimes complex issues raised in relation to all hardware and software and escalating calls where necessary to third line or third party suppliers where appropriate, and assisting them with further troubleshooting and in resolving incidents. - Resolving requests and incidents according to the Incident Management process (ITIL). - Proactively updating and maintaining the IT service desk system, prioritising and following-up calls, and ensuring that users are supported in a timely and effective manner - To answer requests for support in a prompt, professional and courteous manner, however they are received. - To resolve customer's requests for support in a timely fashion, whilst preventing reoccurrence. - Root cause analysis and problem management. Advising on changes that would resolve problems and assisting with the implementation of approved changes - Documenting and maintaining the existing documentation of systems, procedures, knowledge-bases and user guides as directed. - To assist fellow (more junior) engineers within the team by providing guidance and technical training where required. - Undertaking any localised maintenance tasks requested including software upgrades and installation, system configuration and other tasks required as part of the new starter/mover/leaver process or the movement of IT equipment. - Provide support inc meeting room and AV for new business pitch activity. - Prioritise workload according to urgency and impact and to provide first class customer service at all times. - Any other responsibilities reasonably assigned by the Head of IT. Skills and experience for IT Support Analyst role: 1+ Years in a 1st line support role in similar environment, accompanied with hands on skills in the following areas: - Using and supporting both Mac OSX and MS Windows. - Adobe Creative Suite. - Microsoft Office Suite experience. - Microsoft O365 administration - Active Directory administration. - Software and Hardware troubleshooting skills. - Understanding of Networking Fundamentals.
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