Service Desk Analyst

IT Service Desk Analyst - Vertas Group Limited

Up to GBP27,000 per annum

37.5 hours per week, 52 weeks per year

Ipswich, Suffolk

Would you like to work for a Company who are fanatical about engaging our colleagues, improving their wellbeing and developing their careers?

If the answer is yes to the previous questions, your new opportunity is awaiting you;

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our growing team. As an IT Service Desk Analyst, working with our internal IT team and 3rd Party IT Service providers you will play a crucial role in providing technical assistance, troubleshooting, and resolving IT issues for our colleagues across multiple sites. Your expertise will contribute to maintaining the efficiency and reliability of our IT service.

Responsibilities:

Working in close collaboration with 3rd Party IT Service Providers to deliver:

Technical Support: Provide first-line / second-line technical support to end-users via phone, email, or in person. Resolve hardware and software issues promptly and effectively. Escalate issues where appropriate.

Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems to identify the root cause of issues and implement solutions.
Configuration: Build, deploy, configure and issue hardware and software to support new users (Laptops, phones and tablets)

Remote Support: Provide remote support for off-site users and remote offices when necessary

Hardware Maintenance: Perform hardware maintenance, including system upgrades, component replacements, and equipment installations.

Software Support: Assist users with software installations, updates, and configurations. Troubleshoot and resolve software-related issues.

Network Support: Assist in the setup, configuration, and maintenance of network infrastructure, including routers, switches, and firewalls.
User Training: Conduct user training sessions to improve end-users' understanding of IT systems and best practices.
Documentation: Maintain accurate records of technical issues, resolutions, and system configurations. Create and update documentation for IT procedures and user guides.

Security: Assist in implementing and maintaining security protocols and policies to safeguard IT systems and data.

Vendor Communication: Liaise with third-party vendors for support and procurement of IT equipment and software. Co-ordinate activities with one or more 3rd parties.

Requirements:

Proven experience in IT support, troubleshooting, and problem-solving in a Microsoft environment.
Proficiency in supporting Microsoft products, e.g. Office 365, Active Directory

Experience working in an environment where some elements of IT Support is outsourced to a 3rd Party

Knowledge of hardware components and troubleshooting techniques.

Familiarity with network concepts, protocols, and configurations.Excellent communication and interpersonal skills, with customer-centric approach.

Ability to work accurately and deliver high quality work

Willingness to develop and learn new skills and technologies.

Understanding of IT security principles

Ability to work independently and as part of a team.

IT certifications (e.g. Microsoft, ITIL) are a plus.

Knowledge of ITIL best practices is a plus.

Benefits

Contractual benefits

25 Days annual leave FTE plus bank holidays, increasing to 26 days FTE after a year of service

Royal London Salary Sacrifice Pension

Company Sick Pay

Non contractual benefits :

Annual leave purchase scheme

Lifeworks high street and online discounts

Medicash Health cash plan funded by the company

WeCare 24/7 employee assistance including remote GP and counselling

Mental Health First Aiders

Tusker Electric vehicle salary sacrifice scheme

Bike2Work Scheme

Vertas Finest Recognition Scheme

Annual Making the Difference Awards

Refer a friend rewards

Personal Development opportunities including Aspire to Inspire and self led learning

We want enthusiastic individuals with a positive working attitude to join our team of 4,000 colleagues across the UK. Vertas Group are an inclusive and equal opportunities employer who believe that our people power what we do. We aim to ensure that our workforce reflects the diversity of the communities in which it operates.

This job description is current. It may be amended in any way following consultation with the post holder to take account of changes or anticipated changes in the organisation or management of Vertas Limited.