1st Line IT Support Analyst

This role will assist in the running of an efficient IT Service Desk, ensuring the support tickets are handled in a swift manor and escalated where applicable. Our Service Desk provides support for over 300 Nursery locations across the UK , as well as Support Staff and other colleagues around the world in the USA, Netherlands, India and Australia too! The successful candidate will be confident and organised and able to adeptly handle a diverse and dynamic workload. You will have an excellent working knowledge of Microsoft desktop products, whilst possessing an interest in delivering new technologies. For the candidate to be successful they must have a methodical approach to providing technical support and be able to demonstrate a high level of customer service and to be confident in providing basic end-user training for all colleagues at all levels of the company.

What We Can Offer You

• Our benefits include but are not limited to.
• Flexible working and holiday entitlements
• Discounted childcare in one of our nurseries
• Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more
• Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life

Why Bright Horizons?

We've been voted Great Place to Work for the last 17 consecutive years, as well as being awarded the newly created Great Place for Wellbeing and Great Place for Women 2022.

Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK. Through this support, our nurseries can deliver excellence - with 98% of our 300+ portfolio being rated Good or Outstanding by Ofsted.

We're on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing.

Responsible For:

• First point of contact for telephone and onsite support requests for customers throughout the business
• Answer, respond to and if necessary, to create IT service requests via a ticketing system or phone
• Provide 1st contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Kaseya, TeamViewer, FAQs)
• Where necessary escalate calls to the appropriate Tier
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, KPI's and SLA's
• Remote support of users in a Citrix environment
• Experience of troubleshooting, supporting or maintaining Windows and other PC and virtual environments
• Travel will be necessary from time to time (travel expenses paid for)

• Experience working in similar role
• Ticketing systems
• Service Desk - Tier 1
• Office 365 / 2016
• Windows 10 / 11
• Active Directory
• Exchange Admin Centre

Experience Desirable:

• ITIL Processes
• Triaging
• Basic Knowledge of Networking
• Hardware Troubleshooting
• Customer Service Orientated - via all mediums.
• Technical Curiosity, * Relevant education in an IT area
• Microsoft certifications (desirable but not essential), * Strong interpersonal skills
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Reacts to project adjustments and alterations promptly and efficiently
• Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines
• Persuasive, encouraging, and motivating
• Strong written and oral communication skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.