IT Support Analyst

Encore; Uxbridge; On-site; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Enhanced family leave provisions

Perkbox

Employee assistance Programme

Company sick pay

Employee referral scheme

Career path support

State-of-the-art technology

Global presence and opportunities

Long Service Programme

Private Healthcare after 12 months

Employee supported volunteering

Employee recognition scheme

Job summary

Encore in Uxbridge is seeking an IT Support Analyst to deliver World Class Service for end users across EMEA offices. You will monitor the support queue, manage incidents and requests, and provide frontline assistance via phone, remote tools, or on-site visits.

The role requires strong communication, a solid IT background, and the ability to work autonomously within a fast-paced environment. A clear career path and state-of-the-art technology access are provided.

Qualifications

• High school diploma or GCSE equivalent required.
• Experience as IT Support Analyst or similar.
• Good understanding of desktop, applications and operating systems.
• Experience with Windows, MacOS, Android and iOS.
• Knowledge of videoconferencing and telephony software.
• Familiar with ITIL service management principles.

Responsibilities

• Monitor IT support queue and assign calls.
• Respond to system alerts and incidents.
• Resolve incidents and requests within SLAs.
• Provide end-user support via phone, remote access or desk visits.
• Communicate effectively with users and IT teams.
• Escalate issues to maintain day-to-day efficiency.
• Operate in an organized, professional manner with users.

Skills

Excellent communication

Customer service

Analytical thinking

Problem solving

Ability to work autonomously

Education

High School Diploma or GCSE

Tools

Windows

MacOS

Android

iOS

Mitel

Crestron

Adobe Creative Suite

O365 / Microsoft 365

Intune

TeamViewer / MS Teams

Job description

Uxbridge, UK (UB8)

Salary: £30,000 to £34,000 (dependant on experience)

• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay
• Generous employee referral scheme
• Clearly defined Career path (and all the important support along the way)
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

Uxbridge, UK (UB8)

Salary: £30,000 to £34,000 (dependant on experience)

Company Benefits

• Private Healthcare after 12 months service
• Employee supported volunteering
• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay
• Employee recognition scheme
• Generous employee referral scheme
• Clearly defined Career path (and all the important support along the way)
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

Key Job Responsibilities

Customer Service/ IT Support

• Monitoring of IT Support work queue and assignment of support calls.
• Management of monitoring systems to respond to system alerts for incidents.
• Deliver World Class Service - Successful resolution of Support incidents, service requests and tasks within agreed SLA and to a high-quality standard.
• Provide support for end user support incidents, problem resolution and requests for assistance either via use of the telephone, remote control tools (i.e. TeamViewer, MS Teams etc.) or by face to face visits to the user’s desk for all Encore EMEA offices.
• Value People - Deliver customer satisfaction through excellent customer service delivery skills and ensure good communication with all IT teams.
• Timely escalation of issues affecting the day-to-day efficiency of the IT Support Team or multiple users within the business.
• See the Bigger Picture - Operate in a well organised, efficient and professional manner when dealing with user support requests and liaising with users by telephone or at their desk.

Administration

• Accurate and timely reporting and documentation.
• Utilisation of correct Change and Problem Management procedures when applying changes to IT infrastructure.
• Undertake project work or assignments as and when necessary.
• Do the Right Thing - Ensure the integrity and security of enterprise data in accordance with business needs and industry best practices regarding privacy, security, and regulatory compliance.
• Drive Results - Anticipate, mitigate, identify, troubleshoot and resolve hardware and software problems on computers. Escalate incidents as necessary.
• Practice computer asset management, by guaranteeing all machines have the company standard asset management tools installed e.g., Fresh Desk configuration Management and that all processes and procedures are followed when machines are added and removed from the Encore domain.
• Participate in the patching of all IT Support Operating Systems and hardware using the company standard tools.
• Participate in the packaging and deployment of software using the company standard tools.
• Antivirus Management and Deployment.
• Develop, document, and maintain policies, procedures and associated training.

Disclaimer:

The duties and responsibilities described are not a comprehensive list and may change, or additional tasks within scope of work may be assigned at any time with or without notice, as necessitated by business demands.

Job Qualifications

• High School Diploma or GCSE equivalent required.
• Experienced IT Support Analyst
• An in depth understanding of desktop, applications & operating systems.
• An in-depth knowledge of Windows, MacOS, Android and iOS operating systems.
• Knowledge of managing Video Conferencing and Telephony software Mitel and Crestron.
• Knowledge of Event production software such as Adobe Creative Suite running on Mac or Windows platform.
• Accurate and conscientious with solid diagnostic and troubleshooting ability.
• Highly developed technical analytical skills to determine the cause of technical problems and the resolution actions required.
• Knowledge of the following technologies Printers, PC’s, Laptops, Smartphones, Network Wifi and Client VPN, Smart Room appliances (VC) and telephony.
• Knowledge of Mobile Device Management tools e.g. Intune.
• Working Knowledge of O365 platform tools related to end user support, Group Policy, AD and Exchange.
• Good understanding of service management (ITIL).

Competencies

• Responsiveness
• Tech Savvy
• Communicates Effectively
• Action Oriented
• Situational Adaptability
• Strong customer service orientation
• Ability to work autonomously
• Self starter
• Analytical and problem-solving
• Attention to detail.