Technical Support Analyst

Job Description

Job Title: Technical Support AnalystLocation: Sevenoaks, Kent TN13 - Hybrid working availableContract Type: PermanentWeekly Hours: 37 HoursSalary: £38,687Are you ready to take your technical support expertise to the next level and be part of an innovative team Were looking for a Technical Support Analyst to join our Technology Support Team. As a senior member of the team, youll provide second-line supportand proactively deliver service desk and support functions to help us be the best in Kent.Key Duties

• Proactively allocating, responding to, and resolving service desk incidents, requests, issues, problems, and queries, while ensuring adherence to service levels. This includes liaising with third parties when necessary and keeping users and the ServiceDesk system updated.
• Proactively completing technical and administrative tasks for IT projects, including configuration and implementation of new equipment and systems, structured research into alternative solutions, and creating project documentation.
• Empathetically supporting and providing guidance for users of IT systems to enhance their efficiency and make the most of Microsoft 365 modern productivity.
• Patching systems and collaborating with 3rd line support providers to ensure regular operating systems, security, and software updates.
• Staying updated on and implementing best practices in IT service management and security and sharing knowledge with the team.
• Selecting, procuring, configuring, and documenting new equipment to meet business requirements and improve customer and staff engagement and experience.

Expertise

• Proven experience in delivering excellent IT support to users.
• Experience using a service desk application, ideally Fresh Service, to manage incidents, requests, problem management, and change enablement.
• Experience in project work, especially identifying technical requirements and designing solutions.
• Monitoring systems, record creation and maintenance, and housekeeping tasks for issue identification.
• Proficiency in IT systems and technical architecture, including Citrix, VMware, Active Directory, Windows and Android Operating Systems, Mobile Device Management (Intune and MaaS), SQL Server, Microsoft 365 (Teams and SharePoint), Microsoft Azure, MobileDevice Management, and networking technologies. Certifications are desirable.
• Scripting skills such as PowerShell.
• Knowledge of IT Infrastructure Library v3 or v4 (certification desirable).
• Knowledge of Project Management Methodologies including Prince 2 and Agile.
• Ability to assist with the maintenance of IT systems, including the configuration of new equipment and routine software updates.
• Ability to document infrastructure and systems technically and write accessible user guidance.

Qualifications and Skills:

• An IT qualification or comparable relevant experience.

Desirable:

• ITILv4 Foundation certified.
• CompTIA A+ certified.
• Citrix certified.
• Microsoft 365 certified: Modern Desktop Administrator Associate and/or Microsoft 365 Enterprise Administrator expert.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on or send an E-Mail to