IT Support Desk Analyst (perm)


We are looking for a responsible IT Support Analyst that will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.

Reporting to: CTO

Key responsibilities & accountabilities:

·         Provide exceptional customer service in person, via phone and email as appropriate

·         Resolve help desk issues including troubleshooting hardware and software issues

·         Perform user administration duties

·         Logging and processing support calls

·         Installing and configuring computer hardware, software, systems, networks, printers and scanners

·         Planning and undertaking scheduled maintenance upgrades

·         Setting up accounts for staff, ensuring that they know how to log in

·         Solving password problems

·         Talking to clients and computer users to determine the nature of any problems they encounter

·         Responding to breakdowns

·         Investigating, diagnosing and solving computer software and hardware faults

·         Repairing equipment and replacing parts

·         Supervising junior engineering and technical staff

·         Obtaining replacement or specialist components, fixtures or fittings

·         Checking computer equipment for electrical safety

·         Maintaining records of software licences

·         Managing stocks of equipment, consumables and other supplies

Knowledge / Skills & experience:

·         2-5 years of hands-on experience working in an end-user desktop support role or computer operations environment required.

·         Microsoft Office 2007 to 2013

·         Windows 7, Windows 8, Windows 10, XP and Vista

·         Windows Server 2003 and 2008 and 2012

·         Remote Desktop support

·         Small Business Server 2008/2011

·         Active Directory and Exchange

·         Patch management

·         Advanced printer / peripheral device troubleshooting

·         TCP/IP, DNS and DHCP

·         Remote support for handheld smartphones and tablets

·         In-depth knowledge of hardware and software

·         Up-to-date knowledge of the latest IT and software trends

·         Strong customer service ethos

·         Ability to work well with people

·         Strong communications skills

·         Excellent organisational skills

·         Ability to quickly establish good working relationships with clients

·         Patience

·         A logical mind

·         Enthusiasm for continual learning