Hybrid IT Analyst

Posted 4 days ago

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About the role

  • Help build on our image as the friendly and approachable face of IT
  • Provide outstanding customer service
  • Provide advice and assistance to our customers, partners, and suppliers
  • Act as the primary point of contact for all incidents and requests
  • Ensure detailed and accurate information is captured at the first point of contact
  • Provide initial troubleshooting and diagnostics capabilities
  • Maintain our strong first-time fix rates
  • Ensure incidents/requests are assigned to the correct technical resolver groups
  • Prioritise and categorise incidents in line with our existing processes
  • Assist in the handling and management of Major Incidents and outages
  • Identify incident trends
  • Contribute to our ethos of continuous service improvement
  • Promote a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers

Requirements

  • Previous experience working in a busy IT Service Desk environment
  • Demonstrable experience of delivering outstanding customer service under pressure
  • Desire to learn about Operational Security and how to handle initial investigations and corrective actions
  • A basic understanding of PC hardware
  • Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn
  • Experience of supporting a Windows 10 / 11 desktop environment
  • Experience of providing support in a Citrix thin client environment
  • Basic networking principles (TCP/IP, DNS, WINS, DHCP)
  • A good working knowledge of the Microsoft Office Suite (2016, O365)
  • A good understanding of Active Directory (On Prem and Azure)
  • ITIL v4 Foundation level qualification would be desirable
  • Vendor qualifications (Microsoft, CISCO, Citrix) would be desirable

Benefits

  • Competitive annual salary with potential for yearly reviews
  • Career Growth: Advancement opportunities
  • Training Opportunities: Comprehensive training, including fully funded leadership programs
  • 24 days of holiday plus bank holidays, with the opportunity to buy further days
  • Generous pension scheme, with extra contributions from Amey
  • Customise your benefits with options such as insurance benefits, Cycle2Work scheme, and access to discounted gym membership
  • Access to online portal filled with discounts from leading retailers and healthcare services
  • Two Social Impact Days each year, for volunteering and fundraising opportunities
  • Family friendly policies for new parents or if you provide care for a dependant
  • Membership of Affinity Networks that connect, support and inspire diverse communities

Job title

IT Analyst

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

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