IT Support Analyst-Full Time Onsite-Inside IR35

Working within a small, busy support function, you will be responsible for resolving IT issues through the service desk, supporting users across the business, and assisting with escalated incidents., * Providing 1st and 2nd line technical support

• Managing and resolving incidents via the ticketing system
• Supporting escalated technical issues
• Delivering support via phone, email and desk-side assistance
• Carrying out routine IT administration tasks
• Maintaining excellent customer service standards
• Supporting the wider IT team during a busy operational period
• Assisting with Microsoft 365 and Windows-based technologies

Technical Environment

• Microsoft 365
• Windows desktop and laptop estate
• ManageEngine ServiceDesk
• ManageEngine Desktop Central
• Approximately 450 end users, You’ll join an IT department of eight people covering support, cyber security, development, infrastructure and site engineering. While you’ll be part of the wider technology function, your primary focus will be supporting the core IT support team.

You’ll be an experienced IT Support Engineer who is comfortable working independently and can quickly become productive in a fast-paced environment.

Essential skills and experience:

• Proven experience in a 2nd Line IT Support or Desktop Support role
• Strong troubleshooting skills across Windows and Microsoft 365 environments
• Experience working within a ticket-driven support function
• Excellent customer service and communication skills
• Ability to prioritise workload and manage multiple support requests
• Comfortable supporting users over the phone, via email and in person
• Available to start immediately or at short notice

Desirable:

• Experience with ManageEngine ServiceDesk
• Experience with ManageEngine Desktop Central
• Experience supporting multi-site organisations