IT Support Analyst

Recruiter
Venture Recruitment
Location
Berkshire
Posted
31 Mar 2019
Closes
26 Apr 2019
Contract Type
Permanent
Hours
Full Time
IT Support Analyst

The IT Support Analyst is responsible for supporting all functions and features of the European IT organisation.

Business Support:

* Maintain the day to day operations of the IT Systems and Infrastructure relating to the European business, including both main and regional facilities.

* Maximise availability of computer systems and networks throughout the European Organisation

* Support the implementation of IT projects as requested.

* Ensure accurate logging of tickets, notes and resolutions in the IT Ticket System and that resolution is reached in a timely manner, with customer satisfaction as a primary focus.

* Provide the technical Microsoft Outlook 365, Active Directory and SharePoint Administration and SAP support within the European Business

* Maintain relationships and interface with external IT suppliers and service vendors

* Help control IT costs and improve efficiency of IT systems within Europe. Policies and Procedures.

* Assist in ensuring compliance with the Global Cyber Security policies for the European organization

* Conduct work in accordance with all IT Policies or Procedures.

* Monitor security status and resolve incidents in-line with the Incident Response procedure and update where necessary

* Assist in maintaining the European Disaster Recovery plans and performing tests to ensure readiness and effectiveness.

* Ensure continuity of mission critical systems and data via Backup processes, month end procedures and other methods

* Update and review the Risk Governance process for the European business and implement appropriate controls

* Adhere to all regional documentation and procedures included in quality systems.

Other:

* Some national and international travel required

* Other IT duties as required

Specific Duties:

* Maintain a tidy work environment in all IT areas.

* Maintain FAQ databases and perform IT admin tasks.

* Maintain the Asset register and ensure all assets are captured.

* Attend courses and training to ensure skills and knowledge are up to date and relevant to the business.

* Manage the infrastructure on site, ensuring it is fit for purpose and suggesting improvements where identified.

* Monitor IT system backups, ensuring to flag failures and resolve issues.

* Assist with month end procedures, with the ability to complete in the absence of other team members.

* Assist in the processing of leavers, with the ability to process in the absence of other team members. Ensuring all systems are protected and secure and all equipment is returned.

* Responsible for new starter requests, ensuring all requirements are identified and met to the best of our ability.

* Provide a quick response to user requests and incidents as the first point of contact and support.

* Responsible for ensuring stock levels are suitable of essential IT equipment and arranging restocking when required.

Skills & Experience

Essential

Desirable

Previous IT Helpdesk experience

Previous experience providing of IT support within global business

Level 3 ICT qualification (or equivalent)

EDCL, Network+ or MCP

Strong communication skills including clear written and spoken English

Technical knowledge of Microsoft 365, Active Directory and SharePoint Administration and SAP support within the European Business

Experience in delivering excellent customer service to internal as well as external customers

Experience of supporting Disaster Recovery processes

Effective problem solving skills and attention to detail

Understanding of Cyber Security

Pro-active approach to issue escalation to achieve SLAs

Understanding of Risk Governance including GDPR

Awareness of ITIL procedures or willingness to learn

GCSE Grade C or above in English, Maths

Understanding and experience of using a helpdesk system (GSN/Freshservice/JIRA or equivalent)

Ability to communicate in a second European language – French, German or Italian

Knowledge of OS; Windows, Mac, IOS and Android

Experience installing/supporting switches, firewalls, routers and servers

Able to follow processes and to maintain consistency in resolution

An interest in development and learning new IT skills

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