IT Support Analyst

Job Description

The Optionis Group is one of the UKs most successful professional services companies and we are currently looking for a passionate IT Support Analyst to join our forward-thinking IT department.Working as part of a busy IT Service Desk, you will provide ongoing desktop and application-based support to over 450 employees across the Optionis Group. You will play a key role in ensuring that IT Change, IT Applications and IT Infrastructure Servicesare delivered to a high standard across all Optionis operating divisions.Responsibilities include but arent limited to:

• Manage incident, problem, service request and change volumes for service desk and application support requests.
• Providing 1st/2nd line support for all Optionis brands.
• Support key business functions including Accountancy, Payroll and Tax. Investigate complex system issues across both bespoke and packaged solutions. Drive through resolutions and escalate to 3rd party suppliers when necessary.
• Configuration and installation of desktop systems and software
• Providing technical support for Citrix virtual environments.
• Liaising with 3rd party suppliers to resolve technical issues
• Ensuring high system availability and customer satisfaction
• Travel to satellite offices when required by the business
• Work with the in-house development team to recreate issues and deliver permanent fixes to recurring system issues.
• Create and maintain knowledge base articles to share workarounds and document solutions for known issues. Document standard changes or standard operating procedures.
• Manage resolution according to agreed SLAs and KPIs.
• Working to ITIL aligned processes
• Make suggestions to line manager on improvements that could be made to the service desk to improve the level of service offered.

The ideal candidate will have:

• Experience working in a similar role providing 1st/2nd line technical support
• ITIL Accredited or working within ITIL frameworks.
• Good working knowledge of Windows / Server / Office 365 / SQL Server.
• Good working knowledge of networking principles and able to troubleshoot network / user connectivity issues.
• Experience working with Office 365 including setup, configuration and management (Preferred).
• Knowledge of supporting Citrix Virtual Apps & Desktop environments.

Benefits:

• Your Flexibility - we give our staff the ability to choose the way in which they work, be that fully from home, in an office or in an arrangement mixing the best of both
• Industry leading career development
• 23 days holiday per year (excluding bank holidays). As a special thank you for each completed year of service with the company you will receive an additional days holiday (up to a maximum of 28 days or pro rata equivalent)
• Additional days off for Birthday and 100% attendance
• Exclusive Discounts & Offers from SavingsPal - UKs Leading Benefits Platform
• Private Medical Insurance
• Dental Insurance
• NEST Pension
• Dress down dress code
• Free parking
• Tusker Car benefit scheme - salary sacrifice green CO2 capped
• Free Mortgage service
• Holiday Buy & Exchange Scheme
• Gym Discount
• Employee Assistance Programme
• Eye Care Vouchers -Specsavers
• The Opportunity to Earn Vouchers for Business Referrals & Reviews

Keyskills :
Application SupportService DeskTechnical Support2nd LineDesktop Application Support