IT Support Analyst

We are seeking a dedicated IT Support professional to provide technical assistance and support out regional officr in Hertfordshire. The successful candidate will be responsible for resolving hardware and software issues, maintaining network infrastructure, and ensuring the smooth operation of IT systems across various platforms. This role offers an excellent opportunity to utilise a broad range of technical skills within a dynamic environment, supporting end-users and contributing to the optimisation of our IT services., * Provide first-line technical support to end-users via help desk tickets, email, or in person, ensuring prompt resolution of issues related to hardware, software, and network connectivity.

• Troubleshoot and resolve software problems, including issues with Microsoft Office, Windows operating systems, macOS, Linux, and specialised enterprise applications such as ServiceNow.
• Maintain and support computer hardware components, peripherals, and network devices including LANs, VPNs, firewalls, switches, and routers - Prior working Cisco experience is an advantage.
• Manage user accounts and permissions within Active Directory and utilise SCCM for software/device deployment
• Document incidents and resolutions accurately in ticketing system ServiceNow for future reference and analysis.
• Collaborate with other IT team members on projects involving operating systems upgrades, network enhancements, or security improvements.
• Communicate effectively with users at all levels to explain technical solutions clearly whilst maintaining excellent customer service standards.

• Proven experience in IT support or help desk roles with a strong understanding of computer networking principles.
• Proficiency in troubleshooting Windows (including Windows Server), macOS, Linux operating systems, and desktop support environments.
• Knowledge of Active Directory management, DNS configuration, TCP/IP protocols, VPNs, firewalls, SCCM deployment tools, and LAN/WAN infrastructure.
• Familiarity with enterprise management tools such as ServiceNow is desirable.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
• Analytical skills necessary for diagnosing complex hardware or software issues efficiently.
• Experience working with Microsoft Office Suite; knowledge of other productivity tools is advantageous.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Windows Server Fundamentals or similar are preferred but not essential.