IT Support Analyst

4 days left

Workforce Staffing Ltd
Oxfordshire, UK
23 Aug 2019
22 Sep 2019
Contract Type
Full Time
IT Support Analyst

Up to £30,000 Per Annum Depending on experience
37.5 Hours - Monday To Friday

Key Responsibilities:

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 Organization

Drive and implement 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 advanced 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

Take a lead 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 XP's Quality systems.


Some national and international travel required

Other IT duties as required

Occasional out of hours work required for activities not possible during business hours.

Specific Duties:

Maintain a tidy work environment in all IT areas.

Maintain FAQ databases and perform IT admin tasks.

Ensure thorough documentation is created for all changes and new technology implementations

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 at all EU sites, ensuring it is fit for purpose and suggesting improvements where identified.

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

Maintain disaster recovery plans and update accordingly.

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.

Essential Skills, Qualifications and Experience:

CC NA, ED CL, Network+ or MCP - Qualifications

Min 5 years previous IT help desk experience

Familiarity with IT IL procedures or similar

Extensive technical knowledge of Microsoft 365, Active Directory, Server and SharePoint Administration and Providing SAP support within a European Business

Experienced managing TCP/IP networking, infrastructure services (e.g. DNS,DHCP)

Firewall administration experience

Effective problem solving skills and attention to detail including complex issue resolution

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

Experience installing/ supporting switches, firewalls, routers and servers

Group Policy administration experience

Understanding and experience of using help desk system (G S N/Fresh service/ JI RA or equivalent)

Knowledge of OS; Windows, Mac, IOS and Android

Attitude & Ability

Strong Communication skills including clear written and spoken English

Pro-active approach to issue escalation to achieve SLAs

Able to follow processes and to maintain consistency in resolution

Understanding of best practice protocols and systems in support of Cyber Security

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