Technical Support Analyst
Technical Support Analyst Circa £18,000 to £22,000 per annum 3 months fixed term contract, initially Stevenage, Hertfordshire The IET are seeking a confident individual to join the IET’s IT Technical Support Team and provide a professional desktop technical support service for the IET staff at the Stevenage Head Office. There will also be opportunity to get out and about and work at our some of our award winning conference venues such as the IET’s Savoy Place Venue. As a Technical Support Analyst you will be able to work reactively to calls logged onto the service desk and maintain an accurate record of work carried out. Ideally you will have had experience working in a service desk environment with solid technical skills on Windows. This is an exciting role for a candidate is looking to build on their career and gain valuable exposure within a busy and varied IT Service Centre team. Knowledge of Windows 7 (with Win10), Office365 and Networking would be highly advantageous. Main Duties and Responsibilities (summary) Provide support for Microsoft Desktop Operating Systems, MS Office suite and other Standard Desktop software. Provide other First Response technical support including support to other team members. Provide technical support for IET staff hardware such as PC’s, Laptops, iPads, mobiles. Provide support for the Avaya Desktop Telephone system. Provide support for the video conferencing equipment in MFH and other sites. Diagnose and log problems or faults and take necessary action to remedy the problem. Work with other members of the support team or third party suppliers to complete tasks and projects. Promote and maintain best working practices for computer system usage, virus management, backups, etc Cascade IT knowledge to the user community through micro-training and advice. Ensure that all levels of computer and network security are maintained to best practices. Maintain an organised working environment both physically around the office and electronically within the IT systems. Person Specification Essential Demonstrable experience of supporting Microsoft desktop environments and MS Office (in particular Outlook, Word, Excel and Powerpoint) or be able to prove competence in IT support skills. A general understanding of Local and Wide Area Networks and the function of the components involved. A logical approach to problem solving with the ability to progress through to a successful solution using own initiative. Ability to communicate in a clear and concise manner with all levels of staff and a friendly attitude with customers. Ability to learn new skills and take on new tasks and recommend and develop improvements to working practices. Ability to work effectively and considerately in a team environment. Must have good time management skills and a flexible approach to working. Must be willing to complete an essential job in a timely manner and ability to manage own time scales on a wide range of tasks. To be educated to A level or equivalent. Experience in a business environment. Desirable To be educated to Degree level or equivalent. To have passed one or more Microsoft exams or similar. ITIL foundation level qualification. Exposure to a service desk environment.