Technical Support Analyst Leeds (ITIL V4 certified training split work from home role) 997

Job Specification:

Technical Support Analyst

Location: Leeds (ITIL V4 certified training and 50% work from home)

Benefits:

• Certs & Training: ITIL V4 once passed probation. 1 week certified course
• Work from home/office: 50/50
• Holidays: 25
• Mental health days: 1 Wednesday per month allowed 1 hour extra during the day
• Pension: Contributory pension (5% employee – 4% employer)
• Parking: Yes if you're in office
• Social: Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)
• Notice period: 1 month
• PDP: Everybody gets a personal dev plan on start date
• Learning and Development days: 12 days can be taken throughout the year

Other Benefits:

• Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout
• A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy
• Progression opportunities at every level from entry to senior management
• As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.
• Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business
• Private medical insurance at a discounted rate
• Enhanced parental leave packages
• Flexible working options, including a £100 support package for your home working set up
• Fully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suite
• On-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees.
• A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives
• Free parking on-site in our spacious car parks with electric car charging points available on-site
• A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment

Main Duties & Responsibilities

• Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when required.
• Provide Licensing and Cloud Provisioning support to internal staff and customers based on query requirements.
• Providing excellent customer service via the telephone, ticketing system, email system, and face to face.
• Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external customers.
• Develop, present, and implement proposals to improve IT systems and infrastructure.
• Adhere to change management processes.
• Provide internal end-user support and training for business systems.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Understand and adhere to the technical escalations’ procedure.
• Occasionally perform onsite low-level consultancy customer work as and when required.
• Understand, adhere to, and promote IT security best practices.
• Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests and internal change processes.
• Occasional infrastructure support and patching outside of core business hours.
• Ongoing documentation of network, infrastructure, and related processes.
• To always be willing to carry out any other reasonable request.
• Adhere to asset and access management policies and procedures.

Required Skills

• Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc).
• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.
• Ability to work on your own and as part of a team.
• Professional telephone manner.
• Strong attention to detail in logging/updating support tickets and technical documentation.
• Excellent verbal and written communication skills.
• Excellent customer service skills & problem-solving skills.
• Assertive, confident, positive and professional manner.
• Flexible and adaptable as the business demands.
• Ability to work under pressure.
• Must have a “can do” attitude at all times.
• At least 1 year’s experience of working in a Service Desk environment.