Commercial Express is on a trajectory of fantastic growth, with ambitious plans for the future and is looking for an experienced IT Support Analyst to join our thriving MGA Business.
The Role:
As an IT Support Analyst, you will be responsible for the 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 supports the existing infrastructure, applications and projects where appropriate.
Key Duties & Responsibilities:
* Provide onsite IT support to the business during the working week.
* Be the first point of contact for IT support for hardware or software issues, for users working remotely or in the office.
* Investigate IT support tickets logged via Jira Service Desk software, prioritising issues to ensure resolution times adhere to agreed service levels.
* Administration and maintenance of IT systems including Office 365, Entra, Autopilot, Exchange, SharePoint, 8×8 phone system and Jira.
* Setting up new users and disabling accounts in accordance with department requirements.
* Ensuring all devices are protected with Sophos Anti-Virus. Perform regular checks of alerts and remediate issues via the Sophos management console.
* Ensure maintenance and development of IT systems in accordance with business requirements as instructed and supervised by the IT Manager or Systems Administrator.
* Ownership and maintenance of IT Asset List including bi-annual audit of home and office-based equipment.
Skills:
* Must have a minimum of 2 years experience working in an IT support environment.
* Experience with Office 365 and Azure Management.
* Good knowledge of Active Directory and network troubleshooting.
* Phone system experience, including configuration and administration.
* Experience in the laptop build process, preferably utilising Autopilot.
* Strong communication skills, both verbal and written. Ability to communicate at all levels with a strong attention to detail.
* Knowledge of Power Automate (Flow) is preferable.
* A Level or HND in Computer Studies or equivalent technical qualification.
Benefits:
* Workplace Pension Scheme offers you flexibility of up to 16%.
* 1 Paid Volunteer Day per year.
* Hybrid Working – Flexibility to work from home combined with a number of days per week in our office on The Waterfront in Brierley Hill.
* Health Cash Plan and Virtual GP Services.
* Trained Mental Health First Aiders and access to 24/7 Employee Assistance Programme, offering a range of health and wellbeing, financial and counselling services.
* Professional Membership Status – as part of holding CII Chartered Insurance Underwriting Agent Status we offer a variety of funding options to support our people in achieving industry standard qualifications.
* Employee recognition awards and annual employee awards.
* Staff social events throughout the year, including Summer and Christmas parties.
The IT team is vital to ensuring the technological infrastructure and digital operations at Commercial Express run smoothly and securely. The team is responsible for maintaining the company’s IT systems, ensuring optimal performance, data integrity and cyber security. They play a key role in supporting business operations through the development, implementation and management of cutting-edge technology solutions. Additionally, the IT team ensures system availability, troubleshoots issues and collaborates with other departments to enhance overall efficiency. Their commitment to continuous innovation and best practices in technology is central to driving growth and operational excellence for the organisation.
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