IT Support Analyst
Department: Support Office
Employment Type: Permanent - Full Time
Location: Borehamwood
Description
The IT Support Analyst at Safestore plays a pivotal role in ensuring the seamless operation of our technology infrastructure. As a key member of our IT business support team, the Support Analyst is responsible for providing technical assistance to end-users, addressing hardware and software issues, and ensuring the overall functionality of our IT systems. This role involves responding to user enquiries, diagnosing and resolving technical problems, and offering guidance on the effective use of technology. The Support Analyst collaborates with other IT business support team members, participates in system upgrades, and maintains documentation of IT processes. Additionally, the Support Analyst will contribute to network support, assist in security monitoring, and play a crucial role in maintaining a secure and efficient computing environment. With a focus on user satisfaction and continuous improvement, the Support Analyst will be an integral part of fostering a technology-enabled workplace and supporting Safestore’s overall business objectives.
Key Responsibilities / Accountabilities
* Monitoring and maintaining networks and servers.
* Upgrading, installing, and configuring new hardware and software to meet user needs.
* Responding to Space Manager technical issues and enquiries from our store colleagues.
* Creating user accounts and performing access control, as well as administering licences.
* Diagnosing and troubleshooting hardware and software problems to optimise computer systems.
* Documenting processes, as well as backing up and archiving data.
* Supervising and mentoring IT department colleagues, as well as providing IT support.
* Keeping up to date with advancements and best practices in IT administration.
* Troubleshooting network connectivity issues.
* Assisting with the setup and maintenance of local area networks (LANs) and wide area networks (WANs).
* Collaborating with other IT professionals and departments to address complex issues.
* Providing remote assistance to users working in different locations.
Experience and Skills Required
* Excellent customer service skills.
* Proven work experience in IT support or IT technician roles.
* Have a natural aptitude for solving problems and finding solutions.
* Excellent communication skills, both spoken and written.
* Fluent in German / Spanish and/or French (current preference for French and/or Spanish).
* Be a self-starter and possess personal drive and pride.
* Experience in technical support in a Microsoft-based environment.
* Worked in and understood a retail, wholesale, or distributed company.
* Practical experience with the Internet and network security protocols.
* Full and clean driving licence.
Benefits
* Annual bonus linked to performance
* Sharesave scheme (which, to date, has delivered great returns for our colleagues
* 33 days paid holiday per year (including bank holidays)
* Enhanced parental leave
* Pension scheme
* Healthcare cash plan for all colleagues
* Wellbeing initiatives such as discounted gym membership and a cycle to work scheme
* Colleague and family discounts on Safestore products and services
* Employee Assistance Programme
* Enhanced parental leave
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