IT Support Analyst

The role will provide world class first and second line internal IT support to all on-site and remote staff across the Once For All Group. This will involve the management of on-site and third party/remote cloud systems to facilitate the support whilst providing excellent customer service and communication.

The role is a key part of enabling the IT manager and Head of Enterprise IT to deliver the IT strategic objectives for the group.

Job Responsibilities:

· Strive to deliver 100% uptime for our hosted and internal IT services.

· Provide, first and second line support for company employees across the group.

· Provide Desk side support where required to support end users.

· Overall responsibility for the progression of IT tickets allocated to the individual.

· Management of starter and leaver processes to ensure new recruits are onboarded and offboarded successfully.

· Deliver projects on-time and to the brief given.

· Assist with implementation of systems to develop and improve business processes using IT.

· Assist with regular communication with staff to advise them of IT business changes and other key IT information.

· Assist with the management of all IT assets including security of those systems.

· Ensure regular patching of all systems, both within Azure and locally are completed.

· Assist with the delivery to KPIs for the IT team to drive revenue, quality and customer experience.

· Assist with delivering the security strategy for the business alongside the IT Manager to protect the business from internal and external threats.

· Undertake training and attend events where appropriate to further technical knowledge to assist in supporting our users.

· Assist with the IT Business Continuity and Disaster Recovery plans alongside the IT Manager.

· Produce reporting required for management.

· Assist in the management and support of firewall and network infrastructures.

· Management and support of company mobile phones.

· Assist in the management and support of VOIP phone systems.

· Delivering consistently against deadlines.

· Assist with Office 365 management and support.

· Assist with Automation solutions for desktop and server environments.

· Assist with Microsoft Azure server provisioning and support for internal and external customers.

· Assist with Active Directory administration and support.

· Assist with WEEE disposal of IT assets and WEEE declaration submissions where required.

· Maintain the IT risk register alongside the IT manager and associated remediation plans.

· Assist with Management of support renewals.

· Industry experience of first line support.

· Ability to work as part of a team or solo as needed.

· Excellent attention to detail and multi-tasking skills.

· Excellent client-facing and internal communication skills (both written and verbal).

· Analytical, problem solving and organisational skills.

· The ability to produce clear, thorough and comprehensive documentation for training or support purposes.

· Knowledge of the latest Windows Operating Systems.

· Knowledge of latest Microsoft Office products.

Other Responsibilities:

· Adhere to the following standards and guidelines:

· ISO 9001 - Quality Management System.

· ISO 14001 - Environmental Management.

· ISO 27001 - Information Security.

· Health and Safety Guidelines (ISO 18001).

· The General Data Protection Regulations (GDPR).

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week - Basingstoke office