IT Support Analyst - 1st & 2nd Line Support

IT Support Analyst - 1st & 2nd Line Support
12 Month Fixed Term Contract - possible conversion to a Permanent role
£38k - £40k + 14% Bonus
Location: Hybrid - Hounslow - 4 Days Onsite
Must be Eligible to work in the UK - Cannot provide sponsorship

Leading global manufacturer is seeking to secure an IT Helpdesk Support Analyst. The role will focus on providing 1st Line & 2nd Line IT Support. Will act as the First Point of Contact for IT Support issues - so must be happy to manage 1st Line & 2nd Line Tickets. Will support approximately 700 end users across UK, Ireland & Netherlands.

Role:

• 1st & 2nd Line Support experience - diagnosing issues & delivering effective resolutions.
• Support users across the - UK, Ireland & Netherlands.
• Provide IT Support via phone, email, face-to-face & remote tools.
• IT Service Delivery, Systems Support & IT Project-based work.
• Log, prioritise & manage Incidents & Requests in ServiceNow.
• Install, configure & support Desktops, Laptops, Smartphones & Tablets.
• Troubleshoot issues by analysing root causes & evaluating options.
• Support a wide range of networked peripherals - Printers, Audio Visual kit, Mobile Devices.
• Maintain documentation & user guides.
• Support onboarding of new starters including IT inductions.
• Assist with IT project-based technical activities.

Experience Required:

• IT Support - 1st & 2nd Line Support - happy to deal with 1st Line Tickets.
• Act as the first point of contact for IT issues.
• Windows 10/11.
• Microsoft 365.
• MDM - Intune.
• Apple iOS & Android support.
• Active Directory & Azure AD - password resets, permissions, mailbox management etc
• Support Desktop Applications.
• Networked Peripherals - Printers, AV kit, Mobile Devices.
• Understanding of Networking principles - DHCP, DNS - to 1st Line Level.
• Hardware & Software troubleshooting.
• Clear, confident communication skills - across all levels.
• Strong problem-solving ability & attention to detail.
• Ability to work under pressure - manage workloads & take full ownership of Tickets - manage escalations.
• Approachable, customer-focused attitude with a passion for technology.
• Ability to work independently as well as part of a small IT Support team.
• Collaborative approach to teamwork.

Benefits: 14% Annual Bonus / Pension & Life Cover / Company Discounts / Training & Development
Birthday Day Off / Opportunity to convert to a Permanent role after 12 Months.