1st / 2nd Line IT Support Analyst - Leeds - Professional Services REF 765

1st / 2nd Line IT Support Analyst – Leeds – Professional Services REF 765

Work Hours: 35 hours per week (07.00 – 19.00 with 1 hour for lunch). Flexibility is required according to workloads and requires on-call support after probationary period.

Industry: Professional Services

JOB PURPOSE:

The IT Technician will be responsible for providing 1st and 2nd line support for desktop hardware, software, and business systems.

DIMENSIONS:

Working within a team of 2 people reporting into the IT Service Team Leader. Development of the IT role and knowledge within the business.

Responsibilities:

1. Support the business by providing 1st and 2nd line technical support.
2. Administration of accounts in Active Directory and Microsoft Exchange.
3. Liaise and work with external and internal technical contacts on incident resolution.
4. Support the Root Cause Analysis process for significant issues.
5. Proactively investigate trends in incidents.
6. Document known errors/fixes and process with SOPs.
7. Completion of monthly access management audits.
8. Monitoring and completing audits.

SCOPE OF THE ROLE:

The role is highly dynamic with frequent changes in workloads and priorities. This role requires an appreciation of the business’ values and its aim to be the market leader in volume litigation. Keeping the IT function running smoothly and providing excellent customer service are key to this objective.

Experience Requirements:

1. Highly motivated, proactive with a “can do” attitude.
2. Having a true passion for IT and willingness to learn and immerse themselves in IT systems and processes.
3. Customer service focused, having the ability to understand the requirements of customers, clients, and internal colleagues.
4. Logical and methodical approach to problem solving.
5. Excellent communication skills, both written and verbal, and have the ability to communicate with both technical and non-technical audiences at all levels.
6. Ability to prioritise and respond to queries within realistic timescales.
7. Be accountable for quality, accuracy, and security.

TECHNICAL SKILLS / QUALIFICATIONS & EDUCATION REQUIREMENTS:

1. Knowledge and understanding of Microsoft Windows desktop operating systems.
2. Experience of Active Directory and email administration (Exchange Admin Center).
3. Experience in supporting desktops, laptops, and printers.
4. Broad understanding of Microsoft Office applications.
5. Basic understanding of networking and TCP/IP.
6. RDS management and experience with virtual platforms.
7. ITIL v3 Foundation Certification.
8. Working towards or holding a Microsoft certification for Windows Desktop Operating System (MCSA Windows 7).
9. Knowledge of Microsoft SQL Server.
10. Knowledge of Microsoft Server operating systems.
11. Switch patching and experience with firewalls.

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