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IT Support Analyst

IT Support Analyst

The IT Support Analyst will provide effective IT assistance across all aspects of the business and will provide back up and support to the IT Support Manager or Head of IT. The position is responsible for supporting and maintaining the Microsoft Server and Desktop operating systems plus general maintenance of all IT-related hardware/software. In addition to the standard desktop/telephone support, the position may be required to travel to any one of the H&T offices/stores within the UK to perform; fix/repair of faulty equipment, upgrades, post-refit work or general maintenance either to a schedule or at short notice (any travel expenses will be reimbursed through the standard company expense claim policy). The position provides exposure to a broad range of IT-related projects and activities.

RESPONSBILE FOR

Customer Service
  • Maintains a high level of customer service at all times, which involves answering the phone promptly with a friendly greeting, being helpful to customer needs, and after determining their requirements, provides the customer with a prompt and helpful response.
IT Duties
  • Escalating IT issues to the IT Support Manager where necessary
  • Responsible for managing backups and tape rotation
  • Diagnosing and resolving technical issues
  • Undertaking small- to medium-sized IT projects as instructed by the IT manager
  • Providing desktop and server support
  • Supporting and maintaining MS Server/Desktops
  • Supporting the Google Apps Email infrastructure
  • Setting up and configuring new laptops and desktops
  • Installing authorised software to laptops and desktops
  • Ensuring security and upgrades are applied to desktops and laptops and kept up to date
  • Antivirus installation to all desktops and laptops
  • Fault finding to laptops and desktops
  • Completing internal user moves including phones
  • Patching of network and phones
  • Ensuring all logs for equipment and users are maintained
  • Creating purchase requisitions for IT hardware/software
  • Ensuring licensing for all software purchased is recorded and maintained
  • Setting up new users and disabling expired accounts in accordance with HR requirements
  • Travel to and perform; fix/repair of faulty equipment, upgrades, post-refit works and/or general maintenance at any of the H&T sites within the UK.
Health & Safety
  • To co-operate with and conform to the Security and Health & Safety Policies.
Any Other Duties
  • Performing basic administrative support duties, as required, to meet specific operational objectives
  • Performing miscellaneous job-related duties as assigned by the Head of IT / IT Support Manager
  • Working extra hours to meet deadlines, as required and where reasonable
  • Providing assistance as required to the Head of IT / IT Support Manager
  • Providing assistance and support to colleagues in IT-related matters
  • Ensuring that a high level of customer service and support is provided to all internal and external customers at all times

ESSENTIAL REQUIREMENTS

  • At least 1 – 2 years in a similar role
  • Good Standard of Education in English and Maths
  • Previous experience in an office role
  • Working in a customer services environment
  • Team oriented
  • High customer service attitude
  • Ability to function in a fast paced environment
  • Ability to solve queries in a calm and methodical manner

DESIRABLE REQUIREMENTS

  • Formal examinations in IT achieved
  • Hold a valid driving license and be available at short notice for Field Support duties anywhere within the UK

COMPETENCIES

Technical
  • Essential:
  • Active Directory
  • PC Imaging (Windows Deployment Server / Ghost)
  • Lenovo HW
  • Microsoft Office suite (2007 and newer)
  • Google Apps for Business
  • Networking
  • Mobile Device Management (iOS, Android)
  • Printer configuration/administration
Desirable
  • Bluecoat Proxies
  • Cisco Router config
  • SQL
  • ShoreTel IP PBX
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