IT Support Analyst

INK ,
London, Greater London
More Details
Job Type: Full-time

Overview

The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including servers, desktops/laptops (Windows and macOS), networking, telephony, mobile devices and videoconferencing equipment. This position will require independent work but will also offer the opportunity to work with 2nd and 3rd line support positions. The ability to occasionally work out of hours in order to support the business is essential. Responsibilities: Provide exceptional customer service in person, via phone and email as appropriate. Resolve help desk issues including troubleshooting hardware and software issues. Perform user administration duties as well as onboarding/offboarding/training. Work with UK IT team to roll out new projects, deploy new computers, and maintain infrastructure. Requirements: Two or more years of hands-on experience working in an end-user desktop support role or computer operations environment required. Good knowledge of Microsoft Office 2016/19/365 Experience managing and deploying Windows 7, Windows 8 or Windows 10, and macOS Good knowledge of both PC and Apple hardware Experience using Windows Server 2012 R2 or 2016/19 Remote Desktop support Experience using Active Directory/AzureAD and managing Office 365 users Patch management Advanced printer / peripheral device troubleshooting Good knowledge of TCP/IP, DNS and DHCP Ability to support handheld smartphones and tablets

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