Technical Support Analyst

Description:

Technical Support Analyst

Are you passionate about technology and helping people solve problems? This is a fantastic opportunity to build your IT career in a supportive team where you'll gain exposure to a wide range of technologies, receive ongoing training and development, and play an important role in keeping our business connected and productive.

As part of our Service Desk team, you'll be the first point of contact for around 1,000 users, many of whom work remotely. You'll help colleagues stay productive by resolving technical issues, providing advice, and ensuring a smooth experience across our technology platforms.

Working closely with our Technology Support, Infrastructure, Operations and Development teams, you'll gain hands-on experience across a broad range of technologies while developing your technical and professional skills in a supportive & dynamic environment.

What You'll Be Doing

• Providing first-line technical support via phone, email, chat and face-to-face interactions
• Troubleshooting and resolving hardware, software and user account issues
• Managing user accounts and permissions within Microsoft Active Directory
• Supporting Windows 10 and Windows 11 devices, including deployment, configuration and maintenance
• Assisting users with Microsoft 365 applications and collaboration tools
• Deploying and supporting laptops, mobile devices and peripheral equipment
• Managing printers and print services across the business
• Supporting anti-virus and endpoint security solutions
• Assisting with LAN connectivity, network patching and basic network troubleshooting
• Supporting thin client devices and Azure virtual environments
• Working with third-party suppliers to resolve software and service issues
• Contributing to continuous improvement initiatives and helping identify opportunities to enhance our IT services
• Maintaining accurate records within our IT Service Management (ITSM) platform
• Escalating complex issues where required and taking ownership through to resolution

Please note: This role will also have a weekend working requirement, to ensure we always have broad coverage of service, able to resolve any issues and keep our teams going smoothly over the weekends.

About You

We're looking for someone who enjoys solving problems, learning new technologies and delivering excellent customer service.

Whether you've gained experience in a Service Desk, Helpdesk, IT Support or similar role, you'll be eager to develop your career in a fast-paced and collaborative technology environment.

You'll Bring

• A genuine interest in technology and developing your technical skills
• Strong communication and interpersonal skills
• A customer-focused approach with the ability to explain technical concepts clearly
• Good troubleshooting and problem-solving abilities
• Strong organisational skills and attention to detail
• The ability to prioritise workload and remain calm under pressure
• An understanding of IT security, data protection and best practices
• Nice to Have
• Previous experience in a 1st Line Support, Helpdesk or IT Support role
• Experience using ITSM tools
• Exposure to Microsoft 365 and Azure environments
• Basic networking knowledge
• ITIL Foundation certification (or a desire to work towards it)