Job Description
Overview
The experienced IT 1st Line Support Analyst will join a small but dynamic IT team dedicated to providing exceptional support in a fast-paced business environment.
The successful candidate will have prior experience in IT 1st Line support within a medium-enterprise sized business, demonstrating an ability to add value from the onset and will require the analyst to resolve the majority of incidents on a first-time fix basis.
Key Responsibilities
* Provide 1st line technical support to United Living Group users, resolving IT incidents and service requests efficiently.
* Manage and maintain Lenovo and Dell hardware including laptops, monitors, and related peripherals. Samsung and Apple mobile phones and tablets.
* Support incidents and training requests related to the Microsoft 365 Platform, including Teams, ensuring seamless communication and collaboration.
* Administer and troubleshoot Microsoft Teams and Logitech Video Conferencing platforms to facilitate virtual meetings.
* Document and track all incidents and service requests using the company's IT service management system
* Collaborate with the IT team to escalate more complex issues and ensure swift resolution.
* Provide excellent customer service, ensuring users are kept informed of the status and progress of their requests.
* Implement and adhere to IT policies, procedures, and best practices to maintain a secure and efficient IT environment.
* Conduct regular system and hardware audits to ensure compliance with company standards.
* Assist in the onboarding and training of new employees on IT systems and software.
* Ensure that we maintain an inventory of IT assets and manage hardware lifecycle, including procurement, deployment, and disposal in conjunction in-line with our IT Asset Management processes.
* Support the implementation of IT projects and initiatives, ensuring alignment with business objectives.
* Provide expert support and troubleshooting for Microsoft Windows 11, ensuring optimal performance and user experience.
Qualifications
Core Competencies
* Technical Proficiency: Strong knowledge of Lenovo and Dell hardware, Microsoft 365 Platform, Logitech Video Conferencing tools, and extensive knowledge of Microsoft Windows 11.
* Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently, often on the first attempt.
* Customer Service Orientation: Excellent communication skills to understand user needs and provide timely updates and solutions.
* Team Collaboration: Ability to work effectively within a small team, sharing knowledge and supporting colleagues as needed.
* Adaptability: Flexibility to manage multiple tasks in a fast-paced environment and adapt to changing priorities.
* Documentation Skills: Proficiency in documenting incidents, service requests, and solutions for future reference.
* Attention to Detail: Ensuring all work is completed accurately and to a high standard, minimising the risk of recurring issues.
* Qualifications and Experience
* Proven experience as an IT 1st Line Analyst in a medium to enterprise sized organisation.
* Excellent troubleshooting and problem-solving skills.
* Outstanding customer service and communication abilities.
* Ability to work independently and as part of a team.
* Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent are required.
* UK based driving license
Additional Information
Benefits:
* Bike to work scheme
* 26 Days holiday plus bank holidays
* Company pension
* Life insurance
* Private medical insurance
* Wellness programmes