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About the Role

This role involves providing IT support and resolving incidents, service requests, and tasks within agreed SLAs. You will manage monitoring systems, deliver world-class service, and ensure customer satisfaction through excellent communication and problem-solving skills.

Responsibilities

• Monitor IT Support work queue and assign support calls.
• Manage monitoring systems to respond to system alerts for incidents.
• Deliver World Class Service by resolving Support incidents, service requests, and tasks within agreed SLAs.
• Provide support for end-user incidents, problem resolution, and requests via telephone, remote tools, or in-person.
• Ensure customer satisfaction through excellent customer service delivery and communication with IT teams.
• Escalate issues affecting the IT Support Team's efficiency or multiple users.
• Operate in an organized, efficient, and professional manner when handling user requests.
• Provide accurate and timely reporting and documentation.
• Utilize Change and Problem Management procedures for IT infrastructure changes.
• Undertake project work or assignments as necessary.
• Ensure the integrity and security of enterprise data in accordance with business needs and best practices.
• Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems.
• Practice computer asset management, ensuring standard tools are installed and processes are followed.
• Participate in patching of IT Support Operating Systems and hardware.
• Participate in the packaging and deployment of software.
• Manage and deploy antivirus solutions.
• Develop, document, and maintain policies, procedures, and associated training.

Requirements

• High School Diploma or GCSE equivalent required.
• Experienced IT Support Analyst.
• In-depth understanding of desktop, applications & operating systems.
• In-depth knowledge of Windows, MacOS, Android and iOS operating systems.
• Knowledge of managing Video Conferencing and Telephony software (Mitel and Crestron).
• Knowledge of Event production software (Adobe Creative Suite) on Mac or Windows.
• Accurate and conscientious with solid diagnostic and troubleshooting ability.
• Highly developed technical analytical skills to determine the cause of technical problems and resolution actions.
• Knowledge of Printers, PCs, Laptops, Smartphones, Network Wifi and Client VPN, Smart Room appliances (VC) and telephony.
• Knowledge of Mobile Device Management tools (e.g., Intune).
• Working knowledge of O365 platform tools related to end-user support, Group Policy, AD and Exchange.
• Good understanding of service management (ITIL).

Skills

• Responsiveness
• Tech Savvy
• Communicates Effectively
• Action Oriented
• Situational Adaptability
• Strong customer service orientation
• Ability to work autonomously
• Self starter
• Analytical and problem-solving
• Attention to detail
• TeamViewer
• MS Teams
• Mitel
• Crestron
• Adobe Creative Suite
• Intune
• O365
• Group Policy
• AD
• Exchange
• ITIL

Location

• Uxbridge, UK (UB8)

Work Type

• Full-time

Experience Level

• Experienced IT Support Analyst

Education Level

• High School Diploma or GCSE equivalent

Salary/Compensations

• £30,000 to £34,000

Benefits

• Private Healthcare after 12 months service
• Employee supported volunteering
• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay
• Employee recognition scheme
• Generous employee referral scheme
• Clearly defined Career path
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

About the Company

• Global presence and opportunities worldwide
• Access to state-of-the-art technology