_______________________
_______________________
_____________________
___________________
_______________________
_____________________
_______________________
___________________
______________________
_________________________
As an IT Analyst, you and other members of the Service team will be the first point of contact for all users via telephone, email and face to face in conjunction with a service desk management system within an agreed SLA. You will be responsible for assisting with the maintenance and support of IT systems as well as contributing to IT project work as required. Reporting to the IT Service Manager, the key deliverables of this role can be summarised as follows: Delivery of high-quality technical support on a range of technologies. Hands-on attitude to troubleshooting hardware and application specific issues. Responding appropriately to, and effectively resolving or escalating user incidents or queries within SLA and KPI timeframes (first response and resolution). Take ownership of requests assigned to you and manage them through to resolution. Perform administrative tasks as required (user and server related). Help support and train other team members as required. Supporting Windows Desktop 10-11, Citrix XenApp/XenDesktop. Desktop PC, Terminal and Laptop support. Mobile device support. Printer support. Use and support of Microsoft Office Suite (Outlook, Teams, Word and Excel). Local Area Networking support including local cabling/patching to switches. Predominantly based in Manchester but willing to travel to Liverpool and London on rare occasions as required. Working hours will be 35 hours a week during standard business hours (Monday-Friday with rotational shifts between 08:00 and 18:00) Additional paid overtime as part of an out of hours rota. Required skills and approach. 1 years hands-on related IT support experience in a professional services environment. Strong customer service ethic whether in person, on the telephone or via other forms of digital communication such as email and chat. Able to manage workloads by applying priorities appropriately or as directed with discipline. Appreciation of and able to accommodate SLA and KPIs. Meticulous attention to detail. Willingness to take ownership of tasks and manage them through to resolution. Proactive, ability to be self-motivated and have a continuous improvement mentality. Awareness of data protection and confidentiality principles. Windows Server awareness. Active Directory user configuration experience. Ability to work as part of a team, supporting other team members. Excellent problem solving and analysis skills with good attention to detail. Proactive, ability to be self-motivated and effectively manage own workload. Continuous improvement mentality. Technical understanding of current leading technologies, suppliers and industry terminology. Microsoft 365 awareness and willingness to gain an appropriate level of expertise in core systems such as iManage and Proclaim.
As an IT Systems Analyst you will be working as part of a team reporting into the IT Manager, supporting, maintaining, and developing the current core network and infrastructure across the business. Our prestigious client is a UK owned and managed business with 80 years of product history. They produce goods principally for the UK Retail markets. This multimillion-pound business continues to grow and has built up an enviable reputation for delivering a high-quality service to a broad spectrum of customers. As an IT Systems Analyst, your main duties will be: Provide detailed monthly performance reports on the infrastructure, servers, and backup of key systems Provide and implement solutions, where key IT infrastructure is aging or no longer suitable for purpose Developing new business processes and creating the required documentation Working with a variety of key stake holders within the business and external suppliers to scope, manage, schedule, and report the status of new IT projects and assist with other key infrastructure projects within the business when required Providing follow up assistance within the business, predominately servicing the manufacturing sites in Redditch and sister sites Windows Hyper-V, Windows SQL Server and Microsoft 365 Administration and Monitoring Network level assistance, WAN & LAN connectivity, routers, firewalls & security Responding accordingly to service tickets Liaising with third party suppliers Point of contact for escalated support issues Documentation of maintenance for all computer systems and network infrastructure Key IT Systems Analyst attributes and experience required: You will have previous experience of Windows Hyper-V, Windows SQL Server and Microsoft 365 Administration and Monitoring Network level assistance, WAN & LAN connectivity, routers, firewalls & security Previous scheduling and reporting skills are also essential You must be able to work from your own initiative and be able to self-manage Excellent salary and benefits package : 23 days annual leave raising to 25 after 2 years, plus statutory bank holidays Quarterly attendance bonus Free products Eye Care Scheme In-house schemes and incentives Work based pension scheme Free onsite parking GDPR Disclaimer: Please appreciate that whilst we review all CVs and applications, due to the high volume that we receive on a regular basis, we only respond to candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, please accept that your application has been unsuccessful. Additionally, please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications, and we will not keep candidate information on file for future vacancies at this stage of our process.