IT Support Analyst

Indeed Flex

London, UK

23 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

£30,000.0 - £40,000.0

Working hours

Regular working hours

Job source

Microsoft Windows Apple Mac Systems Business Systems Salesforce.Com Software Engineering Okta Slack Gsuite

Provide IT technical support to internal employees and partner end users.
Proactively monitor support activities, applications, and escalations to maintain a strong customer service environment focused on preemptive problem resolution.
Manage end-user support queries via company communication channels, ensuring all requests are properly documented, appropriately prioritised, and that end-users and stakeholders are kept up to date.
Enforce IT standards, policies, practices, and procedures company-wide, advocating for security and privacy.
Provide technical knowledge to colleagues and end-users regarding hardware, software, telephony, and internal business systems or processes.
As a primary administrator for key software, you will be responsible for overseeing the software’s overall health, managing user access and permissions, and configuring the system to align with business needs.
Facilitate external support engagement with the parent company and vendor support teams when problems cannot be resolved in-house.
Coordinate with global support personnel and colleagues to ensure support coverage across multiple time zones, global/local team KPI and SLA adherence, and quarterly projects.
Assist with projects across the corporate infrastructure and software development, including training and updates.

Proven experience in IT Support
Experience managing systems/applications as an Application Manager or primary administrator
Familiar with business technologies such as Slack, Salesforce, Okta, Windows and Mac OS, Google Workspace usage and administration.
Experience with adhering to service SLA and KPI performance metrics.
Demonstrate excellent written and verbal communication skills for professional and friendly interaction with co-workers and customers.
Passionate about technology enablement and delivering an exceptional user experience.
Proactively seek out and recommend ways to continuously improve technology, systems, and personal skills development.
Self-starter, energetic, strong organisational skills, and ability to prioritise workload.
Excellent customer service skills to understand issues and provide solutions in a friendly, easy-to-understand manner.
Demonstrate strong listening skills and empathy.