Support Analyst

Location
London
Salary
£25000 - £27500 per annum
Posted
08 Aug 2019
Closes
05 Sep 2019
Ref
00097329
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
Job title: Support Analyst
Department: Technical Support
Direct report: Technical Services Manager

This is an opportunity to join an independent IT Hosting and provisioning business based in Chelsea Harbour, London. They pride themselves on their professional and precise approach to technology. They are a small but overly competent group of talented individuals whose primary purpose is to serve the needs of their customers.

You will provide basic Desktop, Server and Network Infrastructure support for the ASP client user community.

Responsibilities
- Provide first and second line Desktop, Server and Network support
- Provide LAN equipment support and troubleshooting tasks as required.
- Provide out of hours support for sites on rotation as required by the business (On Call).
- Prepare morning check reports for infrastructure team, and weekly KPI reports for Technology Services Manager / Managing Director.
- Provide local liaison duties for hardware support calls with third party contractors.
- Provide basic documentation standards for IS procedures and manuals.
- Provide basic user training for new starters & MS Office configuration.

Furthermore, the role will encapsulate the following:
- Provide support for all devices attached to the production networks - PCs and printers etc.
- Identify & resolve system connection problems and escalate as required.
- Maintain a Service Desk database and maintain a log of all support calls placed.
- Where issues cannot be immediately resolved, ensure calls directed to the appropriate resource.
- Reporting all connectivity faults to the TSM/MD.
- Installation & configuration of user workstation and preparing it for Citrix and local desktop environments.
- Installation & Configuration of peripherals, cards & upgrades, Identification & installation of patches & upgrades for PCs & software.
- Support of Citrix client access and logon environments including installation.
- Provide first line technical support for the end-user commercial applications, including but not limited to:
- Microsoft Exchange Server / Office 365 basic administration and support.
- First / Second line support for all e-mail users.
- Preparing hardware specifications and setting up all new users in a timely manner.

Working Conditions:

The role will be predominantly based in the Chelsea office however; the candidate will be required to provide support at a central London client site for a month (this is arranged on a rota basis). The candidate may also be required to visit other client sites in Europe as required.

As the company provides 24/7 support, the Support Analyst will be working on shift pattern based on a rota shared with the team; the shift hours are 8am-4.30pm or 9.30-6pm and the remote on-call support hours are 6pm-7am.

Comprehensive Benefits package including gym membership, healthcare and pension.

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