It Support Analyst

IT Support Analyst
Remote, UK (with travel around the Midlands area)
About Us
At Family Action, we transform lives by providing practical, emotional and financial support to those who are experiencing poverty, disadvantage and social isolation. We have been building stronger families since 1869, and today we work with more than 60,000 families in over 150 community-based services, as well as supporting thousands more through national programmes and grants.
We are currently seeking an IT Support Analyst to join our team on a full-time, permanent basis, working 37 hours per week.
The Benefits
- Starting salary of £28,315
- Hybrid role, home based with weekly site visits
- £480 home-based allowance per annum
- Annual paid leave entitlement of 25 working days, rising each April by one day, subject to a maximum of 30 working days plus bank holidays
- Up to 6% matched-pension contributions
- Enhanced paid sick leave
- Enhanced paid family leave provisions
- Eye care and winter flu jabs vouchers
- Cycle to work scheme
- Investment in your professional development with ongoing quality training and career development opportunities
This is a terrific opportunity for a high-calibre IT support professional with experience in a customer facing environment to join our impactful organisation.
You’ll be stepping into a crucial role, ensuring that colleagues have the necessary IT support to deliver essential services to families and vulnerable individuals, making a real difference in their lives.
What’s more, we place a real focus on your professional development so whether you're looking to enhance your technical skills or progress in your career, you'll have the support and resources to achieve your goals.
So, if you want to step into a rewarding and engaging role with a dedicated team, we want to hear from you.
The Role
As an IT Support Analyst, you will act as the first point of contact for all IT enquiries from colleagues, using an ITIL based framework.
Delivering excellent customer service, you will respond to enquiries via telephone, email, a self-service portal and in person, resolving incidents in accordance with operational standards and escalating incidents and requests when necessary.
Additionally, you will:
- Provide onsite support when needed and run local drop-ins
- Record incidents and requests
- Maintain accurate audit logs of equipment
- Provide project and technical support
- Create and maintain accurate systems and user documentation
About You
To be considered as an IT Support Analyst, you will need experience of supporting the following technologies:
- User admin - Azure Active Directory
- Windows 10, 11 device management, Azure Server environment and Azure Virtual Desktop
- Microsoft 365 Admin including One-Drive management, Teams, SharePoint, Online Exchange
- Remote desktop management tools
- Anti-Virus management
- Print management
You will also need:
- Experience within a customer facing environment
- Familiarity with ITIL framework
- A full, valid driving licence and use of a vehicle
The closing date for this role is 2nd June 2024.
Other organisations may call this role IT Support Engineer, 2nd Line Analyst, 2nd Line Engineer, 2nd Line Support Technician, or Service Desk Engineer.
Webrecruit and Family Action are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
So, if you’re looking for a new challenge as an IT Support Analyst, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.