Join our team as an IT Support Assistant - Full-time
Salary: £24,000
Are you experienced in IT Support? Are you skilled in troubleshooting network issues and supporting colleagues with IT issues? If so, we have an exciting opportunity for you to join our team as an IT Support Assistant in our Glasgow Support Centre.
About Us
With a heritage dating back to 1857, Chisholm Hunter’s mission is to be A Cut Above in everything we do, and as a result, we have grown to become one of the UK’s leading jewellers.
Job Purpose:
The IT Support Assistant provides essential first line technical support across the organisation, ensuring seamless operation of IT systems for 30 luxury retail stores and the support centre. This role involves administration of the IT infrastructure, including Office 365, configuring IT equipment, and resolving user issues in a timely manner via the ticketing system.
Key Accountabilities:
1. Technical Support and Troubleshooting:
1. Log & prioritise on ticketing system, and investigate first line IT issues, ensuring resolution within SLA timeframes.
2. Manage the IT inbox, assisting with IT-related queries and escalating complex issues when necessary.
3. Provide IT support to employees, including advice on Microsoft Office, VPN, shared directories, and general hardware/software usage.
2. System Administration and Setup:
1. Administer Office 365 company-wide, including managing user accounts, permissions, and configurations.
2. Set up and configure IT equipment for new starters, including email addresses, logins, and required software.
3. Manage smartphone device setup, ensuring access to email, Office apps, and Wi-Fi hotspot functionality.
3. Password and Access Management:
1. Reset passwords for networks and applications, and amend permissions as required.
2. Ensure employees have the appropriate access to systems and directories in compliance with company policies.
4. System and Telephony Management:
1. Manage the hosted desktop and telephony systems, including upgrades, health checks, and call plans.
2. Perform ongoing maintenance and monitoring to ensure optimal performance and availability.
5. Training and Documentation:
1. Provide training and guidance to employees on IT systems, software, and hardware.
2. Maintain documentation on IT processes, including setup guides, FAQs, and troubleshooting resources.
Skills and Competencies:
1. Strong problem-solving and troubleshooting skills for hardware, software, and network issues.
2. Proficient in Office 365 administration and IT systems management.
3. Excellent communication and interpersonal skills for engaging with technical and non-technical users.
4. Strong organizational skills with the ability to manage multiple tasks and projects.
5. Knowledge of hosted desktop and telephony systems, including upgrades and maintenance.
6. Proactive approach to building relationships with internal teams and external suppliers.
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