Onsite IT Support Senior Analyst

Main Duties and Responsibilities:

·         To diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.

·         To assist all our users with any logged IT related incident when called upon.

·         To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

·         To accurately record, update and document requests using the IT service desk system.

·         To install and configure new IT equipment.

·         To resolve incidents and upgrade different types of software and hardware

·         To resolve incidents with printers, copiers and scanners

·         To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

·         Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

·         Must be ready and willing to work as part of a IT Support Team

·         Must have an ability to manage changing priorities

·         To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

·         Ensure client assets are updated in the Hardware asset management database, ensure IT stockrooms are keep up to date, tidy and manage asset disposals and also the return of lease devices back to Lessor on a monthly basis.

·         To work on infrastructure smarthand activities during working hours and when required out of hours support ie after business hours, weekend work.

·         To work within the relevant legislation, policies and procedures.

·         To actively support equality and diversity policies of the organization.

·         To attend training courses as identified and agreed for appropriate development.

Skills:

·         Good working and troubleshooting knowledge of Windows 10/11

·          Experience with an ITSM tool to update tickets on a daily basis, such as Servicenow

·         Microsoft Active Directory knowledge and usage

·         Experience with Microsoft Office 365

·         Basic TCP/IP Networking Protocols

·         Setup of wireless handheld devices such as Apple iOS iPhone / iPad

·         Coordinate activities with Help Desk, Network Services, or other IS groups