IT Support Analyst

To provide 2nd and 3rd line support to 500 users over 4 sites. Ensure day-to-day running of network and user machines and assist team in the implementation of new systems and maintenance of existing systems.

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Role: IT Support Analyst

Reports to: IT Support Manager
 
Department: 
IT

Responsibilities:   
                                          
  • Responsible for dealing with escalated logged calls on the helpdesk system and responding accordingly;
  • Ensuring security procedures are being implemented and followed and have been properly documented under the direction of the support manager;
  • Carry out effective troubleshooting and provide relevant information for escalation;
  • Adhere to the Service Level Agreements devised for the department ensuring that all calls and queries are responded to in a timely manner;
  • Escalate calls and liaise with 3rd party providers on software and hardware issues;
  • Provide desk-side training where appropriate;
  • Alongside the team, responsible for roll-out of software updates to relevant departments;
  • Day-to-day support for all office applications and accountancy packages, contacting 3rd party support teams for resolution where appropriate;
  • Ability to create documentation for use by IT team and if required by users;
  • Update Knowledge base, users and assets on service desk;
  • Attend monthly meetings with department to update on work allocations and advise of task actions;
  • Perform various/ad hoc tasks as requested by users;
  • Ability to work without supervision and prioritise effectively;
  • Trouble shooting monitoring tickets;
  • Assist with capacity planning;
  • Trouble shoot 365 mail flow issues;
  • Assist with user connection issues;
  • Review backups;

Essential Software Knowledge:
 
  • Networking – DNS/DHCP/switch concepts
  • Office 365
  • Exchange 2010 – admin / support
  • Active Directory / Group policy concepts
  • Windows Server – admin / support
  • Understanding of VPN technology
  • Windows 10/7Professional
  • PC / Server hardware knowledge
 
Desirable Software Knowledge:
               
  • Experience of DMS particularly Interwoven Worksite
  • vSphere
  • SQL server administration\queries
  • MFD – print server administration
  • Citrix XenApp
  • Good for Enterprise
  • Microsoft system centre
  • IIS
  • Bighand digital dictation
  • McAfee EPO
 
Competencies Required: 
           
  • Understanding of network/cyber security concepts
  • Displaying excellent ccommunication skills both written and verbal
  • Show initiative
  • Adaptability
  • Self-motivated
  • Problem solving
  • Displaying excellent client service
  • Team player
  • Quality orientation
  • Time management
  • Quick learner

If you wish to apply (or require any further information) for any of the positions - applications can be submitted by emailing your CV (with covering letter) to: careers@blickrothenberg.com