IT Support Analyst

Russell; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Support Analyst to join their dynamic team. This role involves providing both remote and on-site support for various IT systems, including Macs, PCs, and Microsoft 365. You'll be the go-to person for resolving technical issues and ensuring excellent customer service. With a focus on innovation and integrity, this company offers a vibrant workplace culture and opportunities for personal development. If you're passionate about technology and customer service, this is your chance to make a significant impact in a supportive environment.

Benefits

25 days holidays + bank holidays

Birthday day off

EV Scheme for electric car leasing

9% combined pension contribution

Quarterly and annual employee awards

All-expenses-paid company events

In-House Training Academy

24/7 mental health support

Discounted gym membership

Free breakfast & fresh fruit

Qualifications

• Excellent communication and organisational skills are essential.
• Strong technical knowledge of IT systems and customer service.

Responsibilities

• Provide IT support, ensuring prompt resolution of customer issues.
• Log incidents and requests accurately within the CRM system.
• Maintain high customer service standards and develop relationships.

Skills

Interpersonal Communication Skills

Organisational Skills

Technical Knowledge of IT Technology

M365 Administration

Microsoft Active Directory

Networking Knowledge

Cyber Security Best Practices

MacOS Experience

Education

Relevant IT Certifications

Tools

CRM Software

Microsoft 365

Desktop and Server Operating Systems

Job description

Join our Team as an IT Support Analyst

Location: Leicester

Salary: Competitive

Hours: Mon-Fri shifts between 7:30am and 6pm

About The Role

As an IT Support Analyst at Onecom, you'll offer remote and on-site support for Macs, PCs, servers, Microsoft 365, and various associated software. You'll handle multiple service requests with a can-do attitude, ensuring prompt and efficient resolution.

What Makes You a Great Fit

• Driving Licence and access to a car for occasional travel to sites (essential)
• Excellent interpersonal and customer-facing communication skills
• Strong organisational skills with the ability to remain focused under pressure
• Actively maintain technical knowledge of current IT technology offerings and solutions
• Proactively research and find solutions for customer issues
• Thorough knowledge and understanding of key products and services
• Ability to work flexibly in a high-pressure, fast-paced environment
• Microsoft Active Directory User and Group Management
• M365 Administration and troubleshooting
• Good knowledge of desktop and server Operating Systems and hardware
• General networking hardware, protocols, and software knowledge
• Good understanding of routing and firewalls
• Good understanding of cyber security best practices
• MacOS experience
• Good understanding of domains and DNS

Key Responsibilities

• Provide technical IT support, ensuring customers are dealt with promptly and within SLA
• Accurately log customer incidents and requests within the CRM, assessing ticket severity
• Provide technical expertise to resolve customer incidents and service requests
• Maintain a high level of customer service for incidents and service requests
• Update the CRM effectively and manage customer tickets
• Develop and maintain excellent relationships with customers, becoming a trusted source of advice
• Collaborate with ITMS Service Desk members to provide outstanding service
• Continue personal development through training on relevant products and business knowledge

Perks For Our People

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• EV Scheme: Lease a brand-new electric car
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who We Are

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our Values

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

Ed&i

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.

Seniority level: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: Telecommunications