Information Technology Support Analyst

IT Service Desk Analyst - Vertas Group Limited

Salary: Up to £30,000 per annum

Hours: 37.5 hours per week, 52 weeks per year

Location: Ipswich, Suffolk

About Us:

At Vertas Group Limited, we are passionate about engaging our colleagues, enhancing their wellbeing, and fostering career development. If you share our enthusiasm, we have an exciting opportunity for you.

Role Overview:

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our dynamic team. In this role, you will collaborate with our internal IT team and third-party IT service providers to deliver exceptional technical support, troubleshoot and resolve IT issues, and ensure the efficiency and reliability of our IT services across multiple sites.

Key Responsibilities:

• Technical Support: Provide first-line and second-line technical support to end-users via phone, email, or in person. Resolve hardware and software issues promptly and escalate when necessary.
• Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems to identify root causes and implement effective solutions.
• Configuration: Build, deploy, configure, and issue hardware and software to support new users (laptops, phones, and tablets).
• Remote Support: Offer remote support for off-site users and remote offices as needed.
• Hardware Maintenance: Perform system upgrades, component replacements, and equipment installations.
• Software Support: Assist users with software installations, updates, and configurations. Troubleshoot and resolve software-related issues.
• Network Support: Assist in the setup, configuration, and maintenance of network infrastructure, including routers, switches, and firewalls.
• User Training: Conduct training sessions to improve end-users' understanding of IT systems and best practices.
• Documentation: Maintain accurate records of technical issues, resolutions, and system configurations. Create and update IT procedures and user guides.
• Security: Assist in implementing and maintaining security protocols and policies to safeguard IT systems and data.
• Vendor Communication: Liaise with third-party vendors for support and procurement of IT equipment and software. Coordinate activities with one or more third parties.

Requirements:

• Proven experience in IT support, troubleshooting, and problem-solving in a Microsoft environment.
• Proficiency in supporting Microsoft products, such as Office 365 and Active Directory.
• Experience working in environments with outsourced IT support elements.
• Knowledge of hardware components and troubleshooting techniques.
• Familiarity with network concepts, protocols, and configurations.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Ability to work accurately and deliver high-quality work.
• Willingness to develop and learn new skills and technologies.
• Understanding of IT security principles.
• Ability to work independently and as part of a team.
• IT certifications (e.g., Microsoft, ITIL) are a plus.
• Knowledge of ITIL best practices is a plus