IT Support Analyst

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• Respond to customer queries raised face-to-face, by email or by phone, accurately identifying the urgency, impact and priority of a call, troubleshooting as far as possible, and gathering information.\n\n
• Gather information on and distribute unassigned tickets across the team in a timely manner to ensure tickets are dealt with quickly by the right people
• Provide on-site support in our remote offices (currently in Bromley, Bristol, Cheltenham, Plymouth and Northallerton) according to a rota, with visits to other offices if and when necessary.\n\n
• Investigate hardware and software issues to identify the cause and possible workarounds, aiming to identify solutions where possible. Escalate issues to third-line support, vendors, or to other teams where necessary.\n\n
• Resolve tickets in a timely manner, keeping the customer updated at all stages of the process.\n\n
• Image laptops and desktops using SCCM.\n\n
• Create and manage user accounts using Active Directory and MS Exchange and Office 365.\n\n
• Provide clear communication to the team to ensure that knowledge of issues and fixes is shared.\n\n
• Respect confidentiality of customer information and promote adherence to security policies.\n\n
• Maintain accurate records of IT assets

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• Essential: experience with Windows 10, Windows 11, Microsoft Office, Office365, Active Directory administration, Exchange administration, laptop hardware, desktop hardware, printer hardware, networking basics.\n\n
• Must have CompTIA certifications at least one part
• Ideal: Software packaging, OS deployment (SCCM) and PowerShell.\n\n

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• Working hours will be 37.5 hours a week during standard business hours 9am - 5.30pm
• Base salary will be up to \u00a328k
• 25 days' annual leave
• Opportunity to be a part of a large group of experienced Engineers where you have a clear and structured career path
• Continual professional development plans
• Excellent benefits such as company pension/healthcare/season ticket loan
• Access to onsite gym

r\n\t\t\t\r\n\t\t\t\t Our client is a leading specialist in providing integrated marketing amongst other things.\n\nWith over 800 employees in the business you will provide support across offices in and around London.\n\n Their belief in people is the driver behind everything they do.\n\nThe company strives to attract talented IT engineers that are specialists in their fields.\n\nOur client has created an environment where people can share their knowledge and experiences which helps grow their engineers professionally.\n\n In addition to this commitment, talent and sheer hard work gets noticed and rewarded.\n\n For them technology is at the forefront of their business but they also understand that it is the people they employ that brings this to life.