IT Support Analyst

Sellick Partnership; Banbury; On-site; GBP 28,000 - 34,000; Full time

Job summary

Sellick Partnership is supporting an Oxfordshire-based organisation in recruiting an experienced IT Support Analyst on an interim basis. This hands-on role provides first and second-line technical support across a broad range of IT services and works closely with users to resolve incidents quickly and effectively.

The candidate will own issues from initial assessment to resolution, operate independently when required and escalate to third-party suppliers as needed.

Qualifications

• Previous experience providing first and second-line IT support in a corporate environment.
• Strong working knowledge of Microsoft operating systems and related technologies.
• Experience supporting desktops, laptops, remote working, telephony, AV and business applications.
• Good understanding of deploying and supporting IT hardware and peripherals.
• Strong troubleshooting skills with the ability to explain technical information to non-technical users.
• Experience working with third-party IT suppliers.
• Strong customer-service skills with the ability to manage competing priorities and work under pressure.
• Microsoft certification or equivalent.
• Experience supporting networks and servers.
• Knowledge of IT security.
• Experience supporting VoIP and wider communications technologies.

Responsibilities

• Providing first and second-line technical support to users across the organisation
• Diagnosing, troubleshooting and resolving incidents within agreed service levels
• Supporting desktops, laptops, tablets, operating systems, applications and peripherals
• Providing technical support across networking, telephony, AV systems and remote working environments
• Taking ownership of support issues and keeping users informed through to resolution
• Deploying and supporting IT hardware, devices and associated peripherals
• Working with third-party suppliers and internal teams to resolve more complex technical issues
• Providing clear technical advice and support to non-technical users
• Supporting IT service continuity processes and wider IT projects where required
• Identifying recurring issues and opportunities to improve the user experience and IT service

Skills

First and second-line IT support

Windows operating systems

Remote working support

Desktop hardware support

Customer service

Problem-solving

Job description

Overview of the IT Support Analyst role

Sellick Partnership is currently supporting an organisation based in Oxfordshire with the recruitment of an experienced IT Support Analyst on an interim basis.

This is a hands-on first and second-line support role, providing technical support across a broad range of IT services and working closely with users to resolve incidents quickly and effectively.

The successful candidate will need to be comfortable taking ownership of issues from initial assessment through to resolution, working independently where required and escalating to colleagues, partners or third-party suppliers where appropriate.

Key responsibilities of the IT Support Analyst will include:

• Providing first and second-line technical support to users across the organisation
• Diagnosing, troubleshooting and resolving incidents within agreed service levels
• Supporting desktops, laptops, tablets, operating systems, applications and peripherals
• Providing technical support across networking, telephony, AV systems and remote working environments
• Taking ownership of support issues and keeping users informed through to resolution
• Deploying and supporting IT hardware, devices and associated peripherals
• Working with third-party suppliers and internal teams to resolve more complex technical issues
• Providing clear technical advice and support to non-technical users
• Supporting IT service continuity processes and wider IT projects where required
• Identifying recurring issues and opportunities to improve the user experience and IT service

Required experience of the IT Support Analyst will include:

• Previous experience providing first and second-line IT support within a corporate environment
• Strong working knowledge of Microsoft operating systems and associated technologies
• Experience supporting desktops, laptops, remote working, telephony, AV equipment and business applications
• Good understanding of deploying and supporting IT hardware and peripherals
• Strong troubleshooting skills with the ability to investigate and resolve technical issues independently
• Ability to explain technical information clearly to non-technical users
• Experience working with third-party IT suppliers
• Strong customer-service skills with the ability to manage competing priorities and work effectively under pressure

Desirable experience will include:

• Microsoft certification or equivalent
• Experience supporting networks and servers
• Knowledge of IT security
• Experience supporting VoIP and wider communications technologies

The successful candidate will be joining a busy IT environment, where providing a responsive, reliable and customer-focused service is key. You'll need to be comfortable taking ownership of problems, working across a varied range of technologies and adapting quickly when priorities change.

Synonyms: IT Support Analyst, IT Support Engineer, Service Desk Analyst, Desktop Support Analyst, 2nd Line Support Engineer, IT Technician, ICT Support Analyst

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website