Job Specification: Technical Support Analyst
Leeds (ITIL V4 certified training and 50% work from home)
Benefits:
* Certs & Training: ITIL V4 once passed probation. 1 week certified course
* Work from home/office: 50/50
* Holidays: 25
* Mental health days: 1 Wednesday per month allowed 1 hour extra during the day
* Pension: Contributory pension (5% employee – 4% employer)
* Parking: Yes if you're in office
* Social: Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)
* Notice period: 1 month
* PDP: Everybody gets a personal dev plan on start date
* Learning and Development days: 12 days can be taken throughout the year
Other benefits:
* Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout
* A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy
* Progression opportunities at every level from entry to senior management
* As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.
* Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business
* Private medical insurance at a discounted rate
* Enhanced parental leave packages
* Flexible working options, including a £100 support package for your home working set up
* Fully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suite
* On-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees.
* A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives
* Free parking on-site in our spacious car parks with electric car charging points available on-site
* A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment
Main Duties & Responsibilities:
* Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when required.
* Provide Licensing and Cloud Provisioning support to internal staff and customer based on query requirements
* Providing excellent customer service via the telephone, ticketing system, email system and face to face.
* Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external customers.
* Develop, present, and implement proposals to improve IT systems and infrastructure.
* Adhere to change management processes.
* Provide internal end-user support and training for business systems.
* Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
* Understand and adhere to the technical escalations’ procedure.
* Occasionally performing onsite low-level consultancy customer work as and when required.
* Understand, adhere to and promote IT security best practices.
* Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests and internal change processes.
* Occasional infrastructure support and patching outside of core business hours.
* Ongoing documentation of network, infrastructure, and related processes.
* To always be willing to carry out any other reasonable request.
* Adhere to asset and access management policies and procedures.
Required Skills:
* Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc)
* Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met
* Ability to work on your own and as part of a team
* Professional telephone manner
* Strong attention to detail in logging/updating support tickets and technical documentation
* Excellent verbal and written communication skills
* Excellent customer service skills & problem-solving skills
* Assertive, confident, positive and professional manner
* Flexible and adaptable as the business demands
* Ability to work under pressure
* Must have a “can do” attitude at all times
* At least 1 year’s experience of working in a Service Desk environment
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