1st Line IT Support Analyst

This role will assist in the running of an efficient IT Service Desk, ensuring the support tickets are handled in a swift manner and escalated where applicable. Our Service Desk provides support for over 300 nursery locations across the UK, as well as support staff and other colleagues around the world in the USA, Netherlands, India and Australia too! The successful candidate will be confident and organised and able to adeptly handle a diverse and dynamic workload. You will have an excellent working knowledge of Microsoft desktop products, whilst possessing an interest in delivering new technologies. For the candidate to be successful they must have a methodical approach to providing technical support and be able to demonstrate a high level of customer service and to be confident in providing basic end-user training for all colleagues at all levels of the company.

What We Can Offer You

• Flexible working and holiday entitlements
• Discounted childcare in one of our nurseries
• Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more
• Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life

Responsible For

• First point of contact for telephone and onsite support requests for customers throughout the business
• Answer, respond to and if necessary, create IT service requests via a ticketing system or phone
• Provide 1st contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Kaseya, TeamViewer, FAQs)
• Where necessary, escalate calls to the appropriate Tier
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, KPIs and SLAs
• Remote support of users in a Citrix environment
• Experience of troubleshooting, supporting or maintaining Windows and other PC and virtual environments
• Travel will be necessary from time to time (travel expenses paid for)

Essential Experience

• Experience working in a similar role
• Ticketing systems
• Service Desk – Tier 1
• Office 365 / 2016
• Windows 10 / 11
• Active Directory
• Exchange Admin Centre

Desirable

• ITIL Processes
• Triaging
• Basic Knowledge of Networking Hardware
• Troubleshooting
• Customer Service Orientated – via all mediums
• Technical Curiosity

Qualifications

• Relevant education in an IT area
• Microsoft certifications (desirable but not essential)

Personal Attributes

• Strong interpersonal skills
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Reacts to project adjustments and alterations promptly and efficiently
• Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines
• Persuasive, encouraging, and motivating
• Strong written and oral communication skills
• Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial.

Bright Horizons is committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practice and pre-employment checks, including an enhanced DBS check, which will be undertaken before any appointment is confirmed. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for! We look forward to receiving your application!

If you experience any problems, please e-mail europe.recruitment@brighthorizons.com and we will be happy to help.