IT Support Analyst

Great opportunity available for an IT Support Analyst to join an award-winning Luxury Tour Operator in London, this role is to provide assistance to all IT users. The role as an IT Support Analyst is available on a hybrid basis. The purpose of this role is to be part of a proactive team of support staff responsible for delivering a high quality, customer-focused and professional service to all IT users.

General Duties:

• Identification and participation in ad hoc projects to improve the efficiency and quality of services provided by the IT department.
• Join the out of hours rota.
• Maintenance of relationships with third party suppliers and internal departments.
• Maintain and update skills and knowledge.
• Contribute to the establishment and maintenance of service level agreements and minimum service levels provided to other departments.
• Undertake such other reasonable tasks as may be required from time to time.

The Job:

• Field incoming help requests from end users via telephone, e-mail, or Teams in a courteous manner.
• Liaise with IT 'customers' on reported faults to keep them updated on progress, fostering and maintaining effective working relationships at all times.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Prioritise and schedule problems. Escalate problems when unable to resolve to senior support staff and/or third-party suppliers. Perform post-resolution follow-ups to help with requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Perform hands-on fixes at the desktop level, including installing and upgrading software and installing hardware and configuring systems and applications.
• Perform preventative maintenance on workstations, printers, and peripherals.
• Provide basic training for staff in the use of IT Systems, including Business software, general applications, and hardware.
• Develop help sheets and frequently asked questions lists for end users.

Skills Required:

• Excellent working knowledge of Microsoft Windows and Microsoft Office products including Windows 10 and Microsoft Office products (Word, Excel, PowerPoint, and Outlook).
• Good understanding of Server Operating Systems and Networking including some or all the following: Windows 2008/2012/2016 Server Administration, Linux Server administration, Active Directory, user account setup and administration, DHCP, IIS.
• Basic network troubleshooting including TCP/IP utilities and configurations e.g. DOS troubleshooting commands and utilities.
• Good understanding of IT hardware and network software systems including Dell laptop, desktop and servers, Apple Mac, PC, and notebooks.

• Hardware - switches, hubs, MFC Printers, printers, routers, wireless networking products and other peripheral equipment.
• Experience of supporting some or all of the following software applications: Photoshop, Adobe CS, Adobe Acrobat

Personal Attributes:

• Customer focused.
• Effective communicator on the telephone and face to face.
• Team player.
• Enjoys taking on responsibility.

The Package:

• Salary up to 27,000
• London based - Hybrid

Interested:

• If you are interested in the above vacancy, please click 'APPLY' or email your cv to (url removed)