Field Service Analyst

Fortem Solutions; Hitchin; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking a dedicated Field Service Analyst to enhance their IT support team. This role involves providing exceptional customer-focused technical support, managing device refresh programs, and ensuring compliance with ITIL practices. The ideal candidate will have a strong background in network and server support, alongside experience in Office 365 and device management. With a commitment to employee well-being, the company offers an array of benefits, including generous maternity leave and flexible working arrangements. Join this forward-thinking organization and make a significant impact in the field of IT support.

Benefits

26 weeks full pay maternity leave

25 days annual leave

Bank holidays

Birthday off

Paternity leave

Gym discounts

Dental options

Healthcare options

Cycle-to-work scheme

Mobile discounts

Qualifications

• Experience in network and server support with strong end-user support skills.
• Proficient in Intune and Android device management.

Responsibilities

• Provide customer-centric support aiming for a high first-time fix rate.
• Manage tickets proactively and adhere to ITIL principles.

Skills

Network Support

End-user Support (Office 365)

Intune Administration

Android Device Management

Windows Autopilot

ITSM Tools (ServiceNow)

Remote Control Software (LogMeIn Rescue)

Laptop Build and Software Deployment

Tools

ServiceNow

LogMeIn Rescue

Job description

Join to apply for the Field Service Analyst role at Fortem Solutions

Here at Fortem Solutions, we are recruiting for a Field Services Analyst to join our IT team on a maternity cover contract lasting approximately 12-15 months. We seek an experienced, customer-focused individual to provide technical support (1st and 2nd line) to Fortem employees. The role is based in Hitchin, with potential travel to other sites as needed.

About Fortem Solutions

Fortem Solutions specializes in social housing, offering Repairs & Maintenance, Retrofit, Capital Works, and Decarbonisation services across Local Authorities and Housing Associations.

Responsibilities

1. Provide customer-centric support to employees, aiming for a high first-time fix rate.
2. Assist with scheduled device refresh programs (laptops, tablets, phones) across various sites.
3. Configure new IT equipment and ensure timely delivery.
4. Follow ITIL principles in Incident, Problem, Change, and Request Management.
5. Manage tickets proactively, providing updates until resolution.
6. Adhere to policies and procedures.
7. Manage Active Directory users, computers, and security groups.
8. Support and administer NTFS permissions on file servers.

Requirements

1. Strong network and server support experience.
2. End-user support experience with Office 365.
3. Experience with Intune administration and Android device management.
4. Experience with Windows Autopilot for device enrollment.
5. Familiarity with ITSM tools like ServiceNow.
6. Experience with remote control software such as LogMeIn Rescue.
7. Experience in laptop build and software deployment.
8. Desirable: Talkdesk support, ServiceNow administration, software patch management, and working in compliance-driven environments.
9. Understanding of the construction, repairs, and maintenance sector is advantageous.

Benefits

• 26 weeks of full pay maternity leave.
• Other benefits include 25 days annual leave, bank holidays, your birthday off, paternity leave, gym discounts, dental and healthcare options, cycle-to-work scheme, and mobile discounts.

About Us

Part of the Willmott Dixon group, Fortem provides property solutions focused on maintaining and improving homes and buildings, with expertise in decarbonisation and energy efficiency. We are committed to diversity, equality, and respect, encouraging applications from all communities.