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2i Recruit Ltd
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Guildford, Surrey
IT Support Analyst
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Provide 2nd line support for all IT support queries and ensuring calls that are escalated from the IT Support Assistant are handled appropriately. Manage the delivery of the IT Support function to ensure calls are dealt within SLA. To assist the IT Network Manager with projects and network maintenance. The key responsibilities will include but will not be limited to those outlined below. Key responsibilities Resolving or escalating all assigned support queries in accordance with the SLA. Mentoring the IT Support Assistant role as they handle all 1st line enquiries. Raising issues with suppliers and managing those support calls to a conclusion Keep users updated with the on-going status of all outstanding faults and if possible giving estimated times of completion. Maintain firm-wide user satisfaction with the services provided by the IT team. Logging support jobs with suppliers and following through to resolution. Providing support and assistance to first line when required. Maintain integrity of system backups and ensure off site storage procedures are followed. Maintain policy for daily system maintenance checks. Document new and existing system processes to be used by IT personnel. Creating and maintaining images for desktop clients. Maintenance of TDSI Door Entry System including stock levels. Assist the IT Network Manager where required. Management of corporate mobile devices. Maintaining relations with print supplier to ensure smooth running of print fleet. Maintain stock control process for all IT assets. Systems Management Installation and management of all user applications including but not limited to: Office 2016 / Exchange BigHand Digital Dictation Skype for Business Quantum Skip iManage Work Mattersphere Elite 3E Rekoop Digital Dictation Adobe Acrobat and Reader Installation and management of all back-office network systems including but not limited to: Active Directory Users & Groups / Group Policy Management Exchange Admin Centre Veeam Backup & Replication BitDefender Antivirus Citrix / XenApp Papercut Printing TDSI Door Entry System XenMobile Skype for Business Server 2015 Skills / Attributes Required Strong knowledge of Microsoft environments Analytical, ability to troubleshoot problems Strong verbal/written communications skills. Driving Licence Ability to prioritise & execute tasks in a high-pressure environment to meet deadlines. Sound understanding of Windows environments