Technical Support Analyst

Job Description

Optionis is the market-leading provider of accountancy, tax and umbrella employment solutions to contractors and small businesses within the UK. You will be joining a team of 450 staff, who represent highly successful brands such as Parasol, ClearSky, SJDAccountancy and Nixon Williams.Through our brands, we specialise in managing tax, employment, accountancy and legislative compliance for the UKs small businesses and contingent workforce - our solutions are market leading, and were always looking out for the best possible employees.As a successful and growing business, we are always looking to add only the very best talent to our teams. We have experienced significant growth and as a result would like to continue developing our teams We are now looking to introduce a highly skilledTechnical Support Analyst.Role overview:Working as part of a busy IT Service Desk, the Technical Support Analyst will provide ongoing desktop and application-based support to over 600 employees across the Options Group. The job holder will play a key role in ensuring that IT Change, IT applicationsand IT infrastructure services are delivered to a high standard across all Optionis operating divisions. They will represent IT to both internal staff and key 3rd party suppliers.Key Responsibilities:

• Manage incident, problem, service request and change volumes for service desk and application support requests.
• Providing 1st/2ndline 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
• 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
• Strong knowledge of Microsoft products such as Office 365 & Exchange.
• Strong knowledge of Windows products such as Windows 10.
• Experience with Citrix Virtual Apps & Desktop environments.
• Exposure to Azure Active Directory & Group Policy Management tools.
• Understanding of ITIL Incident Management & Problem Management processes.

Company benefits:

• 25 days holiday per year (excluding bank holidays). Option to buy and sell an additional 3 days holiday. Following 2 years of service your holiday entitlement will be increased to 26 days and for every subsequent year of service thereafter you will beentitled to one additional days holiday up to a maximum of 29 days per year.
• Hybrid working
• Exclusive Discounts & Offers from Savings Pal - UKs Leading Benefits Platform
• Private Medical & Dental Insurance
• 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