Senior IT Support Analyst

Hybrid (Midlands, 8.30am - 5.30pm)

Salary up to £35,000

This Senior Support Analyst role is within the IT Service Delivery team of our rapidly growing client. The team deliver high quality technical support helping the business to solve any user based technical issues. This role will manage and lead the day-to-day activities of the IT Support Analysts who are supporting the business via email, tickets, live chat and verbal telephone advice when problems arise with either computer hardware and/or software.

Support Analysts within the team provide end-users with technical support on business systems, hardware requests, hardware configuration and general asset management.  The management of key performance metrics will be required with the ability and skill to help set and deliver these.

This role will manage the issuing and logging of technology assets within the business and help resolve network issues with third party suppliers, problems with computer peripherals (such as printers, desk set up, office moves etc.), Microsoft administration support (changes within Active Directory, new starters and leavers etc.).  The role encompasses first and second line duties and will require a hands on technical skillset with a strong management method and communication style.

Key Responsibilities 

As IT Senior Support Analyst your key responsibilities will include:

Managing team day-to-day activity through direct communication, stand-up meetings and work scheduling
Being the first point of escalation for the Support Analysts and business stakeholders who are experiencing a service related issue.
Leading by example in a fast-paced high pressure environment.
Working closely with external service partner as “one team” with joint accountability and representation.
Quickly diagnosing, examining and resolving user based IT issue escalations within the team and internal customers based at 150+ branches across the UK
Providing great “service with a smile” representing IT with strong professionalism skills and being able to deliver this through the team.
Close working relationships with suppliers and internal Applications Team for third line escalation.
The role requires a hands-on person alongside team task tracking / management of work.
Adhere to company procedures, working practices and department specific processes.
To access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
To perform hands-on fixes at the desktop / device level, including installing and upgrading software, supporting and installing hardware, implementing file backups, and configuring systems and applications.
Identifying and creating appropriate knowledge articles relating to known fixes.
Assist with developing self-help / frequently asked questions lists for end users.
Engage in and understand key ITIL processes including Incident Management and Request Fulfilment.
Apply diagnostic utilities to aid in Incident and Problem troubleshooting.
Providing on-call support as part of any rota (that may come into effect).
Carrying out other duties as required from time to time to meet the needs of the business.
Keep current with security and Infrastructure technology and direct research on potential hardware/software solutions.
May involve occasional out of-hours resolution support in event of system's incidents.
Site visits to connect with business users, regional directors and ensure connective communication between technology team and the business.
General Skills:

Strong customer focussed engagement and communication skills with the ability to bring a team of Support Analysts on a service improvement journey.
Strong understanding and implementation of the basic principles of cyber security.
Dealing sensitively with all customer and team data ensuring full compliance to General Data Protection Regulations.
Where possible, mitigating the risk of holding any information on paper while advocating electronic data handling.
Understanding the components that form an IT infrastructure and their role in delivering IT services.
Office 365 experience including F3 and E3 licencing models.
Experience of supporting and administering core Microsoft systems, including Windows Servers, Windows Desktops, Active Directory, Office 365 software, File Services and other key applications.
Apple MAC desktop support experience and skills.
Monitors, Printer and general desktop hardware.
Mobile phones Android and iOS operating system support knowledge and experience.
Must be able to demonstrate the ability to diagnose and troubleshoot IT issues.
MS Teams, Video Conference Administration and telephony system experience.
Experience and awareness of WAN technologies.
Experience of IT security principles including Anti-Virus technologies, encryption, and Firewalls.
Behavioural Competencies and Skills:

Enjoying and leading / motivating a team alongside the management of challenges of a busy service delivery team.
Ready to change priorities quickly and in line with business needs - can-do attitude.
Technical skills supporting the build and reconfiguration of user device equipment - training the team and monitoring standards.
An inbuilt desire to take the time to understand issues, requirements and providing excellent service.
Listening to feedback and applying learnings to improve self and team.
Ensure the emphasis is always on great Customer Service.
Desired experience:

Excellent communication, team working, interpersonal skills with a positive focused attitude and desire to provide continual service improvements.
The ability to multi-task, prioritise workloads effectively and can deal with a variety of tasks.
Well organised with keen attention to detail, in particular picking up on a lack of detail and attention paid by the Support Analyst team.
Able to function in a high-pressure quick paced environment.
Ability to demonstrate the drive and tenacity to succeed and the ability to lead a team to deliver excellent performance and great service.
Ability to absorb and retain information quickly and present ideas in user-friendly language, communicating effectively at all levels.
Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Able to demonstrate a methodical and analytical approach to problem solving and troubleshooting.
Must have experience of influencing others effectively and able to overcome customer frustrations positively, whilst remaining engaging and approachable.
Experience of conducting research, troubleshooting and diagnosis of a wide range of technical issues.
An aptitude for learning new technologies and ways of working
Must have at least two years Level 1 or 2 support desktop experience.
Ability to work effectively with multiple stakeholders at different levels.
Strong analytical and problem-solving skills.
Experience managing and working with 3rd party suppliers.
Ability to identify, manage and mitigate risks and issues.
Able to work to deadlines in a time critical environment