IT Support Analyst / Junior Help Desk
£24,000 - £28,000
First Line Support
IT Support Analyst – 1ST LINE SUPPORT
This is a full-time role.
This post is onsite in Barnsley.
Rate of up to £28,000 DOE.
We are looking for a support analyst with 1+ years experience working on an IT service or helpdesk. This post is to join a team of 6 IT Support Analysts. Working alongside our Infrastructure and Development Teams, you will be involved in Day-to-Day support of the current IT estate. In addition, due to significant planned investment, you will also be involved in the delivery of our transformation projects.
This role will require you to use the latest technology including Veeam, Microsoft SCCM, Intune, Azure AD, and Office 365. The next few years will define the future standards of the team and its impact on the business. This is an exciting time to join the business.
Firstly, assist the first line with the handling of incidents, problems, and queries as well as the support desk as required.
Also, provide a professional point of contact for all support issues and enquiries.
Ensure the logging of all incidents raised or as alerted through service monitoring. This is whilst allowing effective Service Desk management of all support requests.
Helpdesk ticket ownership and progression.
Handle all support emails professionally and efficiently.
Investigate and resolve technical issues escalated from first-line support.
Resolve issues promptly, courteously, and professionally within the second-line skill set. This is to the agreed service levels (SLAs). This is whilst liaising with other service team members as required.
Escalate irresolvable, critical, and major issues appropriately and in a timely fashion.
Notification of service-affecting issues and the resolution of those issues, clearly and in a timely fashion.
Cyber Security Support and Enforcement.
Support and maintain the Business’s Cyber Business.
Maintain Active Directory and Domain Services.
Maintain an accurate inventory of all IT hardware and software through our Service Catalogue.
Install and configure workstations.
Ensure all workstation installations are thoroughly checked and tested before commissioning.
Ensure that new employees are logged, set up, and have the required equipment, and software.
Log and disable staff leavers. Ensure documents and emails are appropriately archived.
Maintain backups, ensuring they are efficient and verified.
Source new hardware and software from third-party suppliers.
Produce Support, Operational and Technical Documents.
Work in a safe, healthy, and responsible manner.
Promote safe methods of operations for self, colleagues, and external resources.
Firstly, working knowledge in a similar IT support role.
Good written, verbal, and spoken English.
Excellent customer service skills.
Good technical knowledge and understanding of IT infrastructure.
Located within a 30-minute commute. MUST DRIVE.
Able to travel to other sites.
Desire to advance own career in IT.
Strong interpersonal skills with the ability to work with internal and external individuals at all levels.
Confident and self-motivated team player with the ability to work to deadlines.
Ability to work on own initiative and manage own workload.
A logical approach to problem diagnosis and resolution.
Finally, have the ability to work under pressure and collaborate effectively with others.
Windows 10 Desktop and Laptops. This includes some legacy OS for Factory Machines.
Windows Server 2022, 2019, 2016, and legacy Server OS.
Microsoft Office 365.
Bespoke manufacturing operating systems and hardware systems support.
Networking (Cisco, Aruba, Netgear). This includes configuration and administration.
PC Imaging, Build, and Installation.
Azure Active Directory Management.
Server Clustering, HA, VMWare, HPE Nimble, HPE Allectra.
Barcode scanning equipment and systems support.
Outsourcing and relationship management experience.
Microsoft Certified. For example, MCSA, MCSE, MCTS, MCITP.
ITIL Foundation Certificate CompTIA Certified.
This role has a rate of £24,000 to £28,000.
This role has a rotated shift pattern. This is from 6 am to 3 pm and 1 pm to 10 pm.
There is an on-call Bonus of up to £2k per annum.
Finally, investment in people through on-the-job and external training.
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