IT Support Analyst
£30,000 Per Annum
37.5 hours per week
Dudley Hybrid working: 2 days per week in office.
Responsible for day-to-day management of the Jira Service Desk ticketing system for the IT Support function within the business, escalating issues where appropriate to the Systems Administrator and IT Manager. Ensure that the IT Support function works towards the agreed service standards and ensures any operational service degradation and interruption is communicated or escalated effectively.
Good communication is vital and the role will involve supporting the existing infrastructure, applications and projects where appropriate.
KEY DUTIES AND RESPONSIBILITIES:
Provide onsite IT support to the business
Be the first point of contact for IT support for hardware or software issues
Investigate IT support tickets logged via Jira Service Desk software, prioritising issues to ensure resolution times adhere to agreed service levels
Office 365 user and tenant administration including Entra, Autopilot, Exchange, Teams and SharePoint
Administration and maintenance of IT systems including 8x8 phone system, Jira, printers and network equipment
Support end users and their work equipment when working either in the office or remotely
Ensure only authorised software is installed on work laptops
Ensure all hardware and software is ordered, configured and licensed as required
Ensure new starter process is followed including setup of hardware and software accounts and deliver overview of systems and processes on their first day
Provide internal training (such as Office 365 and 8x8 phone system) to staff as required
Escalate IT issues to the Systems Administrator and IT Manager where necessary
Undertake small to medium-sized IT projects as instructed and supervised by the IT Manager or Systems Administrator
Ensure you are taking responsibility of your own development time. Complete all compulsory modules within the set deadline and ensure all Compliance Modules are complete and up to date
EXPERIENCE REQUIRED:
Experience working in an IT support environment
Office 365 and Azure management
Good knowledge of Active Directory
Good knowledge of network troubleshooting
Good knowledge of laptop build process preferably utilising Autopilot
Phone system (ideally 8x8) experience including configuration and administration
Good time and workload management skills
Highly motivated and keen to develop new skills
Excellent communication skills
Attention to detail
Knowledge of Power Automate (Flow) would be beneficial
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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