Senior IT Support Analyst

£35000 - £38000 per annum
21 Feb 2019
21 Mar 2019
Recruitment Genius Ltd
Contract Type
Full Time
This company is looking for a Senior IT Support Analyst to support the business with all IT functions, maintain a high level of service and work towards their standards as per their support charter.

Their team goal is:
- To provide the best service they can
- To reply with courtesy and professionalism
- To resolve all queries or problems within 24 hours
- To reach and maintain senior level within the team
- To communicate with the business

Tasks and Responsibility
- Respond to all tasks, issues and change requests assigned through helpdesk system.
- Record all activity in helpdesk system.
- Maintain a high level of admin for logged calls as per support charter
- Escalate P1 calls to senior management as per support charter
- Work within agreed call priorities and escalation procedures as per support charter
- Communicate thoroughly and efficiently with the business
- Work as part of a geographical distributed team.
- Take ownership of own workload
- Liaise with other colleagues in the support desk, Tech team and ERP teams.
- Troubleshoot / Resolve end user technical issues
- Maintain back end systems (Anti-virus / Backups etc)
- Deploy PCs, Handhelds and mobiles to users as required.
- Roll Out new systems, software and upgrades
- Maintain Wi-Fi, LAN switches and other PC infrastructure systems
- Ensure software deployed is compliant with licensing and other policies.
- Maintain Group Policies, Checkpoint and other control technologies
- Produce and publish documentation
- Undertake training and research to maintain knowledge of current technology and systems.

Required Knowledge / Skillset
- Microsoft Technologies
o Active Directory,
o Windows Server
o Windows Clients
o Office Suites
o Exchange
- VMWare
- Cisco Meraki
- Checkpoint Endpoint
- Solid understand of networking protocols and principles (LAN/WAN)
- Cisco CCNA desirable
- Previous experience in a technical support role

Essential individual attributes:
- Excellent technical ability in one or more portfolio areas (List above)
- Very good technical understanding of current leading technologies, suppliers and industry terminology
- Able to prioritise under pressure and work to deadlines
- Excellent decision making, judgement, planning and organisation skills
- Flexible, calm and approachable, 'can do' attitude
- Solid customer relations skills to understand customers concerns and requirements
- Ability to work well within team, supporting other team members
- Willingness to gain relevant qualifications and accreditation's

Salary and Benefits
o Salary between £35,000 - £38,000 annual
o 25 days holiday plus UK bank holidays
o Out of hours on call allowance
o Company Car / Allowance

Special Terms and Conditions
The job holder must undertake to work outside normal working hours at weekends when required.

Job Holder must hold a clean UK Full Driving License.

Some travelling (including international) may be required for team / department meetings and on site working.

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