IT Support Analyst

Customer Service/ IT Support

• Monitoring of IT Support work queue and assignment of support calls.
• Management of monitoring systems to respond to system alerts for incidents.
• Deliver World Class Service - Successful resolution of Support incidents, service requests and tasks within agreed SLA and to a high-quality standard.
• Provide support for end user support incidents, problem resolution and requests for assistance either via use of the telephone, remote control tools (i.e. TeamViewer, MS Teams etc.) or by face to face visits to the user’s desk for all Encore EMEA offices.
• Value People - Deliver customer satisfaction through excellent customer service delivery skills and ensure good communication with all IT teams.
• Timely escalation of issues affecting the day-to-day efficiency of the IT Support Team or multiple users within the business.
• See the Bigger Picture - Operate in a well organised, efficient and professional manner when dealing with user support requests and liaising with users by telephone or at their desk.

Administration

• Accurate and timely reporting and documentation.
• Utilisation of correct Change and Problem Management procedures when applying changes to IT infrastructure.
• Undertake project work or assignments as and when necessary.
• Do the Right Thing - Ensure the integrity and security of enterprise data in accordance with business needs and industry best practices regarding privacy, security, and regulatory compliance.
• Drive Results - Anticipate, mitigate, identify, troubleshoot and resolve hardware and software problems on computers. Escalate incidents as necessary.
• Practice computer asset management, by guaranteeing all machines have the company standard asset management tools installed e.g., Fresh Desk configuration Management and that all processes and procedures are followed when machines are added and removed from the Encore domain.
• Participate in the patching of all IT Support Operating Systems and hardware using the company standard tools.
• Participate in the packaging and deployment of software using the company standard tools.
• Antivirus Management and Deployment.
• Develop, document, and maintain policies, procedures and associated training.

Disclaimer:

The duties and responsibilities described are not a comprehensive list and may change, or additional tasks within scope of work may be assigned at any time with or without notice, as necessitated by business demands.

• High School Diploma or GCSE equivalent required.
• Experienced IT Support Analyst
• An in depth understanding of desktop, applications & operating systems.
• An in-depth knowledge of Windows, MacOS, Android and iOS operating systems.
• Knowledge of managing Video Conferencing and Telephony software Mitel and Crestron.
• Knowledge of Event production software such as Adobe Creative Suite running on Mac or Windows platform.
• Accurate and conscientious with solid diagnostic and troubleshooting ability.
• Highly developed technical analytical skills to determine the cause of technical problems and the resolution actions required.
• Knowledge of the following technologies Printers, PC’s, Laptops, Smartphones, Network Wifi and Client VPN, Smart Room appliances (VC) and telephony.
• Knowledge of Mobile Device Management tools e.g. Intune.
• Working Knowledge of O365 platform tools related to end user support, Group Policy, AD and Exchange.
• Good understanding of service management (ITIL)., * Responsiveness
• Tech Savvy
• Communicates Effectively
• Action Oriented
• Situational Adaptability
• Strong customer service orientation
• Ability to work autonomously
• Self starter
• Analytical and problem-solving
• Attention to detail.

• Private Healthcare after 12 months service
• Employee supported volunteering
• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay
• Employee recognition scheme
• Generous employee referral scheme
• Clearly defined Career path (and all the important support along the way)
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme