IT Helpdesk Analyst (office based, 5 days per week)

Responsibilities

• Provide 1st and 2nd line IT support, serving as a single point of contact for all user queries
• Categorise and prioritise queries according to agreed SLAs, allocating them to the appropriate resources, including partners and third party provides
• Act as the incident manager to monitor progress of all calls; escalate calls where an SLA breach is expected
• Ensure accuracy and regular review of all helpdesk documentation and incident responses, updating procedures accordingly
• Manage IT equipment procedures installation and maintenance, including desktop equipment, such as imaging PCs and mobile device management
• Manage software deployment and configuration, including Microsoft365 software
• Administer user accounts, access management, shared resources (e.g., files, folders, Teams, SharePoint) and security systems (e.g., anti-virus solution, email filters)
• Management of backup systems; verifying that backups have completed successfully, and undertaking restores as requested
• Maintenance of IT equipment
• Configure and troubleshoot devices and printers
• Provide training to users as needed
• Perform IT related business processes, such as intraday backups and statement generation
• Mobile phone management and procurement of devices and new connections via Vodafone’s VCO
• Manage and deliver small Ad hoc projects

Requirements

• Experience of providing user/technical support in a mixed IT environment
• Providing services and feedback to users and management in accordance with SLAs
• Sound knowledge of networking in a switched environment; Windows 10 and 11 components including M365
• Management and administration of Microsoft Defender Security
• Experience of providing meeting room support
• Experience of working in an SLA driven environment
• Experience of data backup and related processes and techniques
• Working knowledge of remote access solutions (Microsoft’s Remote Help
• Working as part of a distributed support team
• Liaising with IT hardware and software suppliers

Skills

• Exceptional customer service skills with a positive and enthusiastic approach
• Effective communication ability with both technical and non-technical individuals
• Strong problem-solving analytical skills
• User first attitude with excellent time keeping
• Strong oral communication and interpersonal skills; in person, email, phone, and Teams
• A logical thinker with a genuine appreciation of technology
• Technically compliant with knowledge of remote user support techniques
• Good written English and verbal communication skills
• Good problem solving and query resolution skills
• Ability to manage multiple tasks within a time driven SLA environment and maintain accurate record keeping
• System knowledge: Windows 10 and 11 operating systems, Microsoft M365 administration, Azure AD Administration, Basic comprehension of scripting, IT Asset Management and record keeping