IT Support Analyst
We are recruiting for an IT Support Analyst to join the IT team at a reputable educational organisation based in Caterham. This role is an exciting opportunity to provide first and second-line IT support, ensuring seamless technology operations for staff, students, and other members of the community.
The role involves resolving technical issues, maintaining IT hardware, and supporting hosted systems such as the organisation's MIS and telephony platforms. Excellent technical knowledge and exceptional customer service skills are essential, along with the ability to assist users both remotely and face-to-face.
Key Responsibilities
1. Provide first and second-line support for all IT hardware and services.
2. Escalate third-line issues to the IT Manager when necessary.
3. Support and maintain hosted systems, including the organisation's MIS and telephony services.
4. Ensure all users have access to the necessary technology to support their roles.
5. Deliver prompt, high-quality support to resolve issues efficiently.
6. Keep users informed throughout the resolution process and update the ticketing system at every stage.
7. Resolve issues with minimal disruption to services, including occasional out-of-hours work as required.
8. Monitor the IT Helpdesk system, ensuring tickets are assigned and progressed promptly.
9. Assist the IT Manag...