• Love delivering IT Tech support to end-users and helping to drive innovation?
• Passionate about solving tech challenges?
• What if you were our Technical Support Analyst?

At the IET, making our world a better place starts by creating a better place for our people. At the IET you’ll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working with us has real meaning and impact, and you’ll grow - professionally and personally - in ways you never thought possible. We’re also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.

What you’ll be doing

As the Technical Support Analyst, you will deliver professional desktop technical support to IET colleagues and visitors at our Stevenage Head alongside supporting remote colleagues. You'll handle service desk tickets alongside addressing logs and monitoring systems proactively, ensuring each ticket is managed from start to finish to maintain system and service uptime. The role also involves keeping accurate records of service desk activities and providing excellent customer service. Additionally, you'll support ongoing IT projects and contribute to new developments (Incident and Problem Management).

What we hope you can bring to the role

You will have previous experience in a Helpdesk or First-Line IT role supporting Microsoft Desktop Operating Systems, the MS Office suite, and various standard desktop software, ideally with a solid understanding of both Local and Wide Area Networks. Strong communication skills and a logical, problem-solving mindset are essential for this role.

We’d love to get to know you

Is Imposter syndrome creeping in? Don’t worry - we’d rather hear from you this time than not hear from you at all! Read on for a little more information about the role; but also, keep in mind that we’re open to discussing flexible ways of working, including reduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work.

A little more about the role

• Provide support for Microsoft Desktop Operating Systems, MS Office suite and other Standard Desktop software across PC’s, Laptops, iPads, mobiles, and Apple devices;
• Provide support for our Avaya Desktop Telephone system as well as our video conferencing equipment;.
• Diagnose and log faults, taking necessary action to remedy the problem;
• Work with both colleagues and third-party suppliers to complete tasks and projects;
• Promote and maintain best working practices for computer system usage, virus management, backups, and so forth;
• Cascade IT knowledge to the user community through education, training and advice;
• Help ensure computer and network security are maintained to best practices;
• Maintain an organised working environment both physically and within the IT systems.

A little more about what we’re looking for

• Experience in supporting Microsoft desktop environments and MS Office (in particular Outlook, Word, Excel and PowerPoint) in a first-line support or helpdesk role is essential;
• General understanding of Local and Wide Area Networks and the function of the components involved;
• A logical approach to problem solving with the ability to progress through to a successful solution using own initiative;
• Ability to communicate in a clear and concise manner with all levels of staff and a friendly attitude with customers;
• Ability to learn new skills and take on new tasks;
• Focus on a continuous improvement, able to recommend and develop improvements to working practices where appropriate;
• Ability to work effectively and considerately in a team environment;
• Good time management skills and a flexible approach to working.
• Willingness to essential jobs in a timely manner with the ability to manage own time scales across a wide range of tasks.

What if you could be you? The IET is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To find out more, head over to our 'Work for the IET’ site.

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