IT Support Technician/Technical Support Analyst (1st Line)

Morgan Law
25000.00 - 28000.00 GBP Annual
16 Oct 2020
18 Oct 2020
Contract Type
Full Time

My client is an international, not-for-profit organisation in SE1 area of London (where this role will be based - however you will be working remotely for now), but with subsidiary companies in USA and Asia.

They are in the developmental stages of an exciting business-wide digital transformation programme, which will include the creation of new core business platforms and customer-facing web services. The role of Technical Support Analyst is required provide remote technical support to staff across its global offices.

Overall Responsibility

Working cross-functionally you will:

Act as the first point of contact for all Technical queries via the Help Desk management system, telephone and in person. Answering calls in a prompt, friendly and efficient manner. Logging, updating and escalating calls on the Helpdesk management system
Creation of all new network Accounts for new staff and provide Staff Inductions on first day of work including Building and installing PCs and laptops and supporting printers and other peripheral devices
Liaising with third-party solution providers on escalated issues and keeping users informed of progress in its day-to-day business objectives

Essential Skills & Experiences

Working in a similar role

Have strong 1st Line support experience

Managing the Helpdesk management system

Owning IT support issues providing deskside and remote support

Knowledge of MS Dynamics CRM or similar

Working under own initiative or with 3rd party suppliers to satisfactorily resolve all issues

Ability to build strong relationships

Provide induction and training to new members of staff

Essential skills

MS Windows 10 administration

MS Office - Outlook, Access, Word Excel (Office 365 would be an added benefit)

Active Directory, MS Exchange, SAAS

MS SQL Server (would be an added benefit)

Excellent PC/Laptop support skills.

Desktop PC moves and network data cabling

Excellent written and verbal skills

Professional attitude and a strong work ethic

Preferred Qualifications

Microsoft Infrastructure specific certifications are preferred, eg, MCSE, MCP, MCITP, MCTS

IT related qualifications such as ITIL

Degree in an IT related discipline

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