IT Support Analyst

Once For All Limited; Basingstoke; On-site; GBP 28,000 - 35,000; Full time

Job summary

A cloud-based SaaS provider in Basingstoke seeks an IT Support Specialist to deliver first and second line IT support to on-site and remote staff. Responsibilities include ensuring IT system uptime, managing support tickets, and implementing IT projects effectively. Ideal candidates will have experience in IT support, excellent communication skills, and familiarity with the latest operating systems. This role offers benefits including a wellness fund, pension, and 25 days holiday plus 8 bank holidays.

Benefits

Wellness fund or Private Medical Insurance

Pension

Life Assurance x 3

25 days holiday plus 8 Bank Holidays

Ongoing professional development

Holiday purchase Scheme up to 5 days

1 paid and 1 unpaid volunteering day

24/7 Employee Assistance Programme

Team and company offsite events

Specsavers eye care voucher

Free Tea, Coffee and fruit weekly

Qualifications

• Experience in providing first line support.
• Ability to work in a team and independently.
• Strong problem-solving skills.
• Well-versed in the latest Windows Operating Systems.
• Excellent communication skills, written and verbal.

Responsibilities

• Provide first and second line IT support.
• Manage IT service tickets and escalate as needed.
• Ensure IT system uptime and effectiveness.
• Assist with systems improvements and projects.
• Manage IT assets and security protocols.

Skills

First line support experience

Teamwork

Attention to detail

Client-facing communication

Problem solving

Documentation skills

Knowledge of Windows OS

Knowledge of Microsoft Office

Job description

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary

The role will provide world class first and second line internal IT support to all on-site and remote staff across the Once For All Group. This will involve the management of on-site and third party/remote cloud systems to facilitate the support whilst providing excellent customer service and communication.

The role is a key part of enabling the IT manager and Head of Enterprise IT to deliver the IT strategic objectives for the group.

Job Responsibilities

• Strive to deliver 100% uptime for our hosted and internal IT services.
• Provide, first and second line support for company employees across the group.
• Provide Desk side support where required to support end users.
• Overall responsibility for the progression of IT tickets allocated to the individual.
• Management of starter and leaver processes to ensure new recruits are onboarded and offboarded successfully.
• Deliver projects on-time and to the brief given.
• Assist with implementation of systems to develop and improve business processes using IT.
• Assist with regular communication with staff to advise them of IT business changes and other key IT information.
• Assist with the management of all IT assets including security of those systems.
• Ensure regular patching of all systems, both within Azure and locally are completed.
• Assist with the delivery to KPIs for the IT team to drive revenue, quality and customer experience.
• Assist with delivering the security strategy for the business alongside the IT Manager to protect the business from internal and external threats.
• Undertake training and attend events where appropriate to further technical knowledge to assist in supporting our users.
• Assist with the IT Business Continuity and Disaster Recovery plans alongside the IT Manager.
• Produce reporting required for management.
• Assist in the management and support of firewall and network infrastructures.
• Management and support of company mobile phones.
• Assist in the management and support of VOIP phone systems.
• Delivering consistently against deadlines.
• Assist with Office 365 management and support.
• Assist with Automation solutions for desktop and server environments.
• Assist with Microsoft Azure server provisioning and support for internal and external customers.
• Assist with Active Directory administration and support.
• Assist with WEEE disposal of IT assets and WEEE declaration submissions where required.
• Maintain the IT risk register alongside the IT manager and associated remediation plans.
• Assist with Management of support renewals.

Knowledge, Skills, Experience and Qualifications

• Industry experience of first line support.
• Ability to work as part of a team or solo as needed.
• Excellent attention to detail and multi-tasking skills.
• Excellent client-facing and internal communication skills (both written and verbal).
• Analytical, problem solving and organisational skills.
• The ability to produce clear, thorough and comprehensive documentation for training or support purposes.
• Knowledge of the latest Windows Operating Systems.
• Knowledge of latest Microsoft Office products.

Other Responsibilities

• Adhere to the following standards and guidelines:
• ISO 9001 – Quality Management System.
• ISO 14001 – Environmental Management.
• ISO 27001 – Information Security.
• Health and Safety Guidelines (ISO 18001).
• The General Data Protection Regulations (GDPR).

What we offer

• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office