It Support Analyst

IT Support Analyst

Based in Bromley, Kent – up to £30K

Are you an experienced IT Support professional with a year of proven expertise in a similar role, ready to take the next step in your career? We have an exciting opportunity that might be the perfect fit for you!

At Excelcare we have an exciting opportunity for an IT Support Analyst to join our IT Department and support over 3100 users and work collaboratively as part of a wider team.

We are continuing growth within the department and organisation. You would be joining at a pivotal time, while we embark upon our digital transformation program. The goal is for our Operations, Care, Quality & Central Services systems to work seamlessly together to support all users and ultimately allow us to operate in a highly effective business.

What you can expect:

• Salary: up to 30k depending on experience
• Full time role working from Monday - Friday, based at our Head Office in Bromley.

Main Responsibilities:

- Provide efficient and responsive support to end-users, both in person and remotely.

- Proactively monitor and manage the ticket queue, ensuring timely resolution of incoming requests.

- Prioritise and schedule technical issues, with the ability to escalate complex problems when needed.

- Maintain thorough documentation of the entire problem-solving process, from initial request to resolution.

- Develop strong relationships with customers to gather detailed information about issues.

- Utilise diagnostic tools to troubleshoot and resolve problems effectively.

- Access knowledge bases and online resources for efficient problem resolution.

- Demonstrate proficiency in the organisation's software and hardware.

- Conduct follow-up procedures post-resolution to ensure customer satisfaction.

- Play a key role in setting up and managing user profiles.

- Assist with hardware installation and configuration.

- Provide expert support for a range of applications, including Windows 10/11 and MS365.

Desired Skills and Experience:

- A minimum of 1 year of experience in a similar IT Support role is required.

- Strong understanding of Microsoft Windows OS, Microsoft Office, related applications, and computer hardware.

- Exceptional communication and interpersonal skills.

- Flexibility in terms of work hours and responsibilities.

- Demonstrated ability to provide excellent customer service and build rapport with users and colleagues.

- Coordinate and deliver professional and timely responses to IT issues and requests, acting as a key support resource and ensuring effective communication of status and progress in line with agreed SLAs.

If you are an experienced IT Support Analyst with a passion for solving technical challenges and meeting the qualifications mentioned above, we encourage you to apply for this position. Join our team and be a part of our continued dedication to providing top-notch IT support.

To apply, please submit your CV and a brief cover letter highlighting your relevant experience and how it aligns with the role. We look forward to reviewing your application and potentially welcoming you to our team!

What we offer in return for your hard work:

• 25 Days holiday plus bank holidays
• Comprehensive induction programme
• Contributory Pension Scheme
• DBS Certificate paid for by Excelcare*
• Free learning and development
• Annual Salary Review
• Employee of the month - £100 for outstanding contribution
• Refer a Friend Scheme*
• Staff Appreciation Days
• Long service awards
• Working within a great, friendly team and organisation
• Regular team lunches and company events
• The opportunity to enhance your existing skills and learn many new ones
• Remote working 1 day per week after probation period

*Terms & Conditions apply

If this sounds like the role for you, please apply online today