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Description
As the 'face of IT' for our local and remote users, including exec level staff, the role is vital in ensuring the smooth operation of our IT systems and providing efficient technical support to our colleagues across our suite of applications.
The environment is fast paced, demanding and the team is passionate about delivering the best customer service, quickly resolving issues and ensuring the end user IT experience is positive.
You will be part of a dedicated, hardworking team providing 1st and 2nd line technical assistance and support for all IT issues as well as working behind the scenes to continually improve our service offering.
You will be covering on-site support in your respective office, for a minimum of 3 days per week. This will be a great opportunity for someone who has a positive, enthusiastic, and resilient manner and enjoys a challenge.
Key Responsibilities
* Act as the first point of contact for IT support (1st & 2nd line) across all levels, ensuring timely assistance.
* Assess, triage, research, and resolve incidents and requests, prioritizing correctly within ITSM tools.
* Liaise with Managed Services providers and collaborate with Third Line & Infosec teams to resolve issues.
* Monitor and manage IT service requests, maintaining ownership and communication with users.
* Handle user management (starters, leavers, movers) and access permissions.
* Troubleshoot hardware/software issues and support system updates, patches, and upgrades.
* Manage laptop setup, redeployment, retirement, and maintain the Asset Management Database.
* Maintain accurate IT documentation and records.
* Follow IT policies, procedures, and security guidelines.
* Support Salesforce and JIRA processes as needed.
Skills, Knowledge & Expertise
* At least 2–3 years in a service desk environment, primarily office-based.
* Strong knowledge of Windows & Mac OS, Office 365, Microsoft Office, iPads, printers, and general IT support.
* Experience of iOS configuration, Apple devices (iPhone, iPad, MacBook), and MDM solutions.
* Experience of troubleshooting across hardware/software installation, configuration, and problem-solving for 1st & 2nd line issues.
* Experience with platforms like ServiceDesk Plus, SNOW, etc.
* Understanding of data protection and information security.
* Strong interpersonal skills, ability to assist colleagues calmly and effectively.
* Familiarity with ITIL processes (Foundation Certificate desirable).
* It would be advantageous to have further experience with Salesforce administration, JIRA (or equivalent) for JML process support.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
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