1st Line IT Support Analyst

Bright Horizons
11 Mar 2018
19 Mar 2018
Contract Type
Full Time
Bright Horizons have an exciting opportunity for a 1st Line IT Support Analyst to join their established IT department in Rushden, on a permanent basis!

Within this role you will assist in the support and administration of IT systems, infrastructure and telecommunications to both our Support Office and Nursery staff, whilst undertaking daily helpdesk activities within a Service Desk environment.

Experience of Microsoft products, a sound knowledge of new technologies and a strong technical support mind-set within a helpdesk environment, would be required.

Duties and Responsibilities

* 1st point of telephone and onsite support for customer throughout the business. Most calls to be password resets.
* Handling calls within a "Call Centre" environment via the IT call queue
* Answering and logging all IT service faults and requests received via phone, web-logged calls or email
* Providing 1st contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Kaseya, TeamViewer, FAQs)
* Escalating calls to Tier 2
* Providing remote support to users in a Citrix environment
* Travel will be necessary from time to time (all expenses paid for)

Recommended Experience / Knowledge / Skills

* Previous experience within a helpdesk environment
* Previous experience with call logging
* Knowledge of Windows 7/10, Apple iOS deployment, Active Directory/ Azure AD, MS Office 2010/2013/2016/365
* Knowledge of Exchange and Citrix (Desirable, not essential)
* Excellent communication skills, including a brilliant telephone manner
* Able to adapt and be flexible to shifting priorities, demands and timelines
* Analytical and problem solving ability
* Persuasive, encouraging and motivating
* Ability to prioritise and execute tasks, in a high-pressure environment
* Ability to elicit cooperation from a wide variety of sources, including upper management, clients and colleagues

Because of the nature of this job, it will be necessary for the appropriate level of criminal record disclosure to be undertaken. Therefore, it is essential in making your application you disclose whether you have any pending charges, convictions, bind-overs or cautions and, if so, for which offences. This post will be exempt from the provisions of Section 4 (2) of the Rehabilitation of Offenders Act 1974. Therefore, applicants are not entitled to withhold information about convictions which for other purposes are 'spent' under the provision of the Act, and, in the event of the employment being taken up; any failure to disclose such convictions will result in dismissal or disciplinary action. The fact that a pending charge, conviction, bind-over or caution has been recorded against you will not necessarily debar you from consideration for this appointment

Similar jobs

Similar jobs