1st Line Support Analyst, Helpdesk Engineer/ Desktop Support

Haybrook IT Resourcing Ltd
From £18,000 to £20,000 per annum + Benefits + Career Progression
13 Oct 2016
19 Oct 2016
Contract Type
Are you a current or aspiring IT Support Analyst or Helpdesk Engineer? Are you looking to gain valuable experience in a friendly environment? Are you looking for a new role with excellent opportunities for career progression? If yes, then please read on for further details about this new and exciting opportunity for a 1st Line Support Analyst. My client are a market-leading Platform Solution Provider. They work with cutting-edge technologies to create online media platforms for global companies. Based in Wallingford, my client are now looking for a new 1st Line Support Analyst to join their team The 1st Line Support Analyst will play a vital part in providing quality technical support and customer service to valued customers on a daily basis. The focus of the role is split between providing 1st and 2nd line support for the internal users of the company’s IT facilities, and providing 1st and 2nd line support for users of the company’s developed software. The support analyst will need to work closely with the development and infrastructure teams to escalate and resolve issues as needed, as well as working on their own initiative to investigate and resolve issues where possible. Working as part of a team, you will be responsible for: • Providing internal IT support to the company’s internal users including remote assistance; • Maintenance and support of hardware and software used by the company, including Windows and Linux servers, desktops, laptops, tablets and various mobile phones; • Providing a point of email and phone contact for team’s external clients; • Participating in team projects to implement new technologies and practices across our offices; • Conducting initial investigation and troubleshooting of issues and find solutions or escalate if needed; • Using ticketing software to track requests and provide internal and external clients with regular updates as well as working with SLAs and tight deadlines; • Acting upon monitoring alerts, investigating and resolving them or escalating appropriately; • Working with the infrastructure team, software developers, software testing team and 3rd party suppliers to investigate and resolve requests and meet deadlines; • Ensuring very professional customer service to all clients and internal users to ensure a good user experience; • Working with the team to find more efficient practices and ways to solve requests and meet SLAs; • Monitoring processes and escalating issues according to the company policy. Required skills/experience for the 1st/2nd Line Support role: • At least 1-2 years IT Support experience (Internal IT or outsource IT Support) doing more than desktop support • Good desktop support skills • Basic Knowledge (Can do basic administration) of servers (Active Directory and Windows server rolls and features) • Basic knowledge of networking and troubleshooting Suitable training will be provided, but experience in the following areas would be an asset: • Experience in an IT Support environment; • Customer support experience; • Proven track record of being able to document technical procedures; • Windows Server environments; • Active Directory; • Microsoft Exchange; • Querying databases using SQL and report writing; • Experience working with databases; • Telephone system support; • Desktop/Laptop/Mobiles/Tablet/Printer support; • Antivirus/antimalware; • Cisco/networking experience; • DNS and TCP/IP. My client are based in Wallingford and is commutable from the majority of Oxfordshire including; Abingdon, Bicester, Banbury, and Witney. It is also easily commutable from parts of Wiltshire including Swindon and also Buckinghamshire (including High Wycombe, Buckingham, Aylesbury and Thame. This role really is an excellent opportunity to join a successful team and gain some valuable experience within the IT industry. Although the team is fairly small it is growing and the atmosphere is friendly and vibrant So if you are an experienced or aspiring 1st/2nd Line IT Support Analyst looking for a role please apply today for immediate consideration Referral Scheme: If this role isn’t for you then perhaps you could recommend a friend or colleague to Haybrook IT. If we go on to place that person in a permanent or temporary capacity then you could be rewarded with £500 Please see our website for terms and conditions. Haybrook IT Resourcing is Oxford’s leading IT recruitment agency. With exclusive access to some of the region’s most successful companies, send in your CV today to secure your next IT position. Haybrook IT Resourcing Ltd acts as an employment agency and an employment business. We value diversity and always appoint on merit. This job was originally posted as www.cwjobs.co.uk/job/66887617

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