It Support Analyst

IT Support Analyst

Bedford - Hybrid Role!

GBP28-32K

Key Responsibilities

• 1st - 2nd line Telephony, Remote and Live chat based support.
• Incident Management via IT service management tool ServiceNow.
• Advanced troubleshooting and analytical triage/support.
• Supporting the Service Desk team lead & escalating support issues to Head of IT Support where necessary.
• Active Directory Users and Computer administration
• Windows 10 and Microsoft product support
• MAC OS X support (not essential)
• Participate in ad-hoc support requests, desk moves, desk side support
• Acting as a Major Incident owner during reported MI's (following the documented MI process)

Skills required

• Excellent communication skills, both written and verbal
• The ability to interact confidently with clients and colleagues
• The ability to work very well in a team environment
• The ability to think logically
• Strong interpersonal skills
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft Office
• Strong background in Windows
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Skype for Business, Zoom, Whatsapp, Cisco Webex etc with knowledge of Condeco and Crestron technology

Knowledge & Education

• IT industry experience
• Microsoft Windows 10+
• Active Directory
• Microsoft Exchange
• Office365/2016+
• Mimecast
• Microsoft Teams
• Zoom
• SCCM
• ITIL Best Practice
• Remote Support Tools
• Incident, Problem and Change Management
• Knowledge of administrative and clerical procedures