IT Support Analyst

Role Purpose

This is a fantastic opportunity for an IT Support Analyst. Working with the latest technologies, we offer the opportunity for the successful candidate to grow within a supportive and dynamic organisation that is set for growth and success.

The ideal candidate should have a wide and varied skillset, be self-motivated, willing to learn, hardworking and efficient with excellent attention to detail. The IT team provide a service that is critical for the smooth and efficient operation of the business on a day to day basis, by providing support for all IT systems and services for all UK staff, spread currently over two sites (Wolverhampton and Risley). The IT support analyst will be the first point of contact for any IT related queries, as the face of IT to the business, professionalism and attention to detail are key skills for the role.

Key Activities/Decision Areas

Act as the first-line of support for all IT issues and queries

Maintain the knowledge, experience and expertise in order to ensure excellent customer service

Capable of troubleshooting the full spectrum of IT problems covering software, hardware, mobile devices, laptops, desktops, printers and networks.

Managing IT support requests ensuring each is responded to timely and correctly.

Setting up network users, user environments, e-mail accounts, directories, and security.

Setting up and maintaining basic network operations, including setup of laptops/PC’s, mobile phones and other IT equipment.

Troubleshooting and correcting hardware/ software computer and network problems.

Installing, testing and upgrading necessary software.

Ensuring all daily tasks including backups complete successfully.

Ensuring the smooth operation of business-critical services.

Ensure that starters and leavers are processed effectively.

Is responsible for maintaining secure user access to all our key systems and information assets.

Essential role related knowledge, qualifications and experience

Excellent analytical and problem-solving skills

Good communications skills - written and verbal

Knowledge of ticketing systems

Basic understanding of cybersecurity

Excellent troubleshooting skills

Extensive application support experience with Office 2016/365, MS Teams, CAD systems

Working knowledge of network and PC operating systems, Windows 10, Windows Server 19/22

Imaging and deployment technologies, Heimdal, WSUS, MDT, PDQ

Working knowledge of Active Directory

Microsoft 365 admin exposure

Desirable: Microsoft Endpoint Manager(InTune)/MDM exposure

Desirable: Knowledge of VMware ESXi

Desirable: VMWare Horizon experience or other VDI platform

PLEASE NOTE: Required full UK driving license as occasional travel to satellite offices may be required. A pool car will be made available. On occasion out of hours overtime may be required in order to complete maintenance or other IT projects.

Salary and Benefits

Salary negotiable

25 days annual leave plus bank holidays

Annual leave buy and sell

Death in Service - 3x salary

Scottish Widows Pension

Sickness Benefit (after successful completion of probationary period)

Employee Assistance Programme

Da Vinci employee portal that offers discounts, offers, and employee assistance programme