Information Technology Support Analyst

The Phoenix Group; London; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading company in the Public Relations and Communications sector seeks an IT Support Analyst to provide technical support to staff across global offices. The role requires excellent customer service and technical skills, with responsibilities including user support, hardware management, and collaboration with IT teams. A Bachelor's degree in IT is preferred, alongside strong documentation and communication abilities.

Benefits

Life insurance of 4x basic annual salary

Private Travel Insurance

26 days contractual leave

Pension (8% company contribution)

Participation in Company Bonus Scheme

Qualifications

• Minimum of 5 years in IT support roles.
• Knowledge of Windows and Apple devices.
• Experience with IT Service Management platforms.

Responsibilities

• Provide first and second line support for ~1300 staff.
• Maintain and deploy computer and printer hardware.
• Ensure quick resolution of IT support calls and emails.

Skills

Customer Service

Documentation

Networking

Communication

Education

BA/BS in Information Technology or related field

Tools

Microsoft 365

AzureAD

Active Directory

ServiceNow

Job description

5 days on site in London Office -- M-F 8:30 AM- 6 PM

Salary Range - £45,000-£50,000 Annually

Position Summary

The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~28 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.

• Job ResponsibilitiesRespond to and resolve all IT support calls/emails for all locations
• Provide IT Support for all employees, in offices and working virtually
• Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
• Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
• Support meeting room and video conference facilities, including systems like Teams and Zoom.
• Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
• Manage hardware asset inventory and equipment lifecycle.
• Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
• Work closely with other IT professionals and departments to understand and address their IT needs.
• Must be able to work at 5 days per week in the local London office.
• Minor travel occasionally required (less than 10%)

The Person

• Technical Knowledge & Experience RequiredMinimum of 5 years of relevant experience
• Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
• Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
• Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
• Strong understanding of networking concepts and technologies.
• Excellent documentation and process skills, and discretion in handling confidential information.
• Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
• Experience with Jamf or Intune is a plus.
• BA/BS degree in Information Technology, Computer Science, or related field is a plus.
• What We Offer
• Life insurance of 4x basic annual salary
• Private Travel Insurance
• 26 days contractual leave
• Pension (8% company contribution; 3% individual contribution)
• Participation in discretionary Company Bonus Scheme (dependent on the performance of the individual and the performance of the company)
• Base Salary competitive according to merits
• of the candidate

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Public Relations and Communications Services

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