IT Support Analyst

Location - On Site, Either Winnersh Or Harlow. Must be able to travel between the sites.

Summary of Role:

Reporting to the Workplace Services and Service Desk Manager, this new role will require an individual who is able to flex and adapt as the organisation sets up a new office to support significant growth in business. This will be a fantastic opportunity to join a brand new area within our business.

You will be a champion for great Customer Service. The role combines onsite and remote site support in addition to supporting the service desk with colleagues working from geographically dispersed locations, providing telephone and remote desktop support, in addition to site-based project delivery tasks and requests for service. You will be a self-starter, happy to work with people at all levels to deliver the outcomes required for the business to be successful.

Main Duties:

1. On site support working in a classified environment
2. Onsite project task support - "Moves, Adds, Changes" cabling and installation
3. Audio Visual / Meeting / Conference support
4. Enhancing the service desk and improving technical know-how, development of knowledgebase articles and documentation, driving a "shift-left" mindset and capability
5. Desktop imaging and deployment
6. Incident, Problem and Change Management
7. Delivery of Requests for Service
8. IT Asset Management
9. 1st / 2nd Line Application support
10. 1st / 2nd Line Infrastructure support
11. Deskside support and supplementing the service desk where needed

Essential Knowledge / Skills:

1. Excellent customer service skills
2. Ability to listen, influence, negotiate, build rapport, and credibility with colleagues
3. Energy, focus, assertiveness, and diplomacy
4. Excellent verbal and written communication skills
5. Ability to diffuse and resolve conflict with good problem-solving techniques
6. Ability to focus on business value results, rather than solutions
7. Technical aptitude, requirements management, and the ability to assess and articulate risk, issues and non-compliance
8. Ability to travel (UK) and work with minimal supervision
9. Existing Security Clearance (SC) or ability to become security cleared
10. Full Driving license

Desirable:

1. ITIL Foundation and relevant technical qualification(s)
2. Good practical experience with enterprise technologies such as Active Directory, SCOM, SCEP, SCCM, Citrix, CompTIA etc.
3. Practical experience of IT operation, project delivery and troubleshooting across user devices, servers and networking.
4. Training and knowledge of health and safety risk assessments, method statements and safe working practices.

Standard Benefits:

• 25 days holiday (increasing to 27 days) + statutory public holidays.
• Contributory Pension Scheme (up to 10.5% company contribution).
• 6 times salary 'Life Assurance'.
• Flexible Benefits scheme.
• Discretionary Bonus scheme.
• Enhanced family friendly policies.
• 37hr standard working week, with an early finish on Fridays whilst operating a 'Hybrid Working Model'.
• Canteen facilities are available at Harlow & Glenrothes sites. Manchester & Gloucester offer free snacks & drinks (hot & cold).