Senior IT Support Analyst

• Oversee daily operations of the London IT Service Desk
• Distribute workload and provide guidance to IT Support Analysts
• Manage ITSM requests within the organisations ticketing system
• Maintain clear communication with end users and provide updates
• Follow up on open issues to ensure resolution and user satisfaction
• Provide technical support for LAN and wireless network devices
• Collaborate with IT Infrastructure team on network changes
• Lead technical support delivery in London
• Diagnose and document solutions for various IT tasks
• Manage support requests to optimise efficiency and quality
• Supervise deployment and maintenance of user devices and software
• Drive continuous improvement in end-user support processes
• Support after-hours and weekend events as needed
• Provide multi-site support at short notice

Technologies:

• Support
• ITSM
• LAN
• Network
• Hardware
• Web

More:

At Edconic, we partner with prestigious companies to deliver outstanding experiential learning programs taught by industry experts. Our academic offerings span from pre-college to masters degrees and are delivered across various campuses including New York, London, and Madrid, as well as online. We pride ourselves on creating a collaborative and professional atmosphere that upholds our organisational values. Our team is committed to fostering an enriching work environment where all employees can thrive.

• Bachelors degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years experience in IT support or a similar role
• Strong knowledge of IT Service Management (ITSM) processes
• Experience with managing and troubleshooting enterprise software applications
• Proficient in network support, including LAN, Wi-Fi, and firewalls
• Excellent communication and interpersonal skills
• Ability to work collaboratively within a team and supervise junior staff
• Strong problem-solving skills and attention to detail
• Commitment to maintaining a productive work environment