1st / 2nd Line Support Analyst - Windows, Office 365, Active Directory

Job Description

1st / 2nd Line Support Analyst - Windows, Office 365, Active DirectoryOverviewProvide technical support across the Company to ensure that all resources, network and equipment are continuously maintained and available for use.This role is the central point of contact for all IT-related incidents and service requests. It will provide 1st / 2nd Line support to all employees by resolving support requests as well as meeting customer satisfaction and continuous service delivery demandsin accordance with agreed service standards.Required Technical Skills

• Excellent knowledge of Windows Desktop 10 / 11
• Experience with Office 365 / Exchange
• Windows Server 2016 / 2019 / 2022
• Strong knowledge of Active Directory / Group Policy
• Overview of DNS, DHCP, TCP/IP and tracing / troubleshooting Network related issues
• Some knowledge of VM Ware and Cloud Technologies - AWS / Azure beneficial

Main Duties

• Provide in-house 1st / 2nd line IT systems support (helpdesk, setting up computers/laptops, resolving minor issues etc.) services to staff, taking responsibility for ad hoc minor IT changes, within own remit, and sourcing knowledge if needed
• IT-related new starter & leaver management (security fob, system set-up, deactivations etc.)
• Responsibility for ensuring Company communications systems, such as Company handsets and laptops, are maintained and distributed appropriately in line with business requirements and approvals in place
• Wholly responsible for IT infrastructure and ensure its smoothly running
• Updates to Company internet and intranet sites as and when required
• Custodian of the business continuity plan, responsible for creating, reviewing, updating and timely testing of the business continuity and recovery plans in order to ensure that these robustly cover all eventualities for the business and provide the necessarybusiness continuity following any incident
• Overall responsibility for ensuring business security, including accountability for the protection of equipment, data, systems, IT, telecoms, from both internal and external threats, complying with statutory and regulatory requirements
• Tasked with maintaining the IT Security and Information Security Policies and data classification matrix, and the responsibility for reporting and appropriately dealing with any breaches and avoidance of future security breaches
• Arrange the annual penetration test and manage outcome
• Responsibility for ensuring out-sourced IT support monitoring service is efficient and effective, holding regular review meetings with supplier(s) to ensure consistent and reliable service levels for the business
• Ensuring all IT-related maintenance, whether planned or reactive, is scheduled in such a way as to minimise impact on the business in order to ensure business continuity
• Ensuring all IT-related service suppliers including, but not limited to: IT support, telecoms, air condition, printing, photocopying, are regularly reviewed, and supplier review meetings are held, particularly with critical suppliers, which focus on deliveryof service in line with contractual agreements to include pricing, and service performance, and that the service remains relevant and in accordance with current business needs
• Responsibility for renewing and negotiating all service contracts and ensuring that negotiated costs deliver value for money, service levels are appropriate and meet either the minimum, or reasonably anticipated business requirements. Ensuring that anytender process, through appropriate due diligence, identifies service providers that are the best fit for the Company
• Write and update system-related IT Manuals
• Arrange minor changes to the Underwriting system (LOI, Authorities etc.)
• Tasked with ordering and organising IT-related equipment & software in line with business staffing needs as well as internal moves;
• Run the server room efficiently (kept tidy, ensure sufficient sockets are available for new users in the switches, monitor air con etc.)
• Inventory and audits of equipment and software
• Must act with integrity
• Must act with due care, skill and diligence
• Must be open and cooperative with all regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct

Additional Duties

• IT-related projects

• Make any suggestions for improved working practices and business development
• Assist in the achievement of the overall business goals, whilst upholding the values of the Company
• Ensure the achievement of own, and teams annual objectives
• Undertake any ad-hoc work outside of normal day to day remit and at times outside of the normal working hours, for project and/or developmental reasons, and contribute to the continued success of the business, with enthusiasm

General Skills & Experience

• Good general level of education - A-Levels of equivalent

• Strong knowledge of IT support (helpdesk, setting up computers/laptops, resolving minor issues etc.)
• Working knowledge of Microsoft Windows as well as various software packages including Microsoft Office and Adobe Creative Suite.
• Knowledge on Microsoft exchange (setting up new email boxes, forwarding, troubleshooting email receiving or sending issues)
• Excellent IT skills and computer literacy
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Previous experience within a customer service role
• Excellent organisational skills
• Ability to communicate effectively with a wide variety of people in a professional manner

• Adept negotiation skills for achieving best costs for the business with suppliers
• Ability to plan and prioritise workload without supervision
• Good attention to detail and ability to show initiative

Not essential but any MCP, MCDST, MCITP, MCSA, MCSE accreditation all beneficial and a sense of humour and excellent ability to interact well and get on with others essential.

Keyskills :
Active DirectoryWindowsOffice 365