______________________
______________________
_________________________
_______________________
_________________________
_____________________
___________________
____________________
________________________
_________________________
We are a dynamic advertising company based in Birmingham. We specialize in creating innovative marketing campaigns for our clients across various industries. As we continue to grow, we're seeking a talented Senior Support Analyst to join our IT team. As a Senior Support Analyst, you'll be responsible for providing exceptional technical support to our 500 users. You'll handle 2nd and 3rd level support for PCs, general software, Azure, and Office 365. Your expertise will ensure that our systems run smoothly, allowing our creative teams to focus on delivering outstanding advertising solutions. Responsibilities: PC Support: Diagnose and resolve hardware and software issues for end-users. Provide timely assistance with PC setup, configuration, and troubleshooting. Collaborate with the IT team to maintain a reliable PC environment. General Software Support: Troubleshoot software applications (including Adobe Creative Suite, marketing tools, etc.). Assist users with software installations and updates. Ensure compatibility and optimal performance of software across the organization. Azure Support: Manage Azure resources, including virtual machines, storage, and networking. Monitor system performance and address any issues promptly. Collaborate with developers to optimize Azure-based applications. Office 365 Support: Provide technical support for Office 365 applications (Outlook, Word, Excel, etc.). Troubleshoot email, collaboration, and cloud-related issues. Assist with Office 365 migrations and configurations. Qualifications: Proven experience in a similar support role. Strong knowledge of PC hardware, software, and troubleshooting. Familiarity with Azure services and administration. Proficiency in Office 365 applications. Excellent communication and problem-solving skills. Benefits: Competitive salary and performance-based bonuses. Hybrid work arrangement (work-from-home and office). Opportunities for professional development and training.
Role: Service Desk Analyst Location: South Birmingham Salary: £33,00 Join our dynamic Service/Helpdesk team and play a pivotal role in delivering outstanding customer service. As a Service Desk Analyst/Engineer, you'll serve as the primary point of contact for employees, customers, and partners, addressing a diverse range of technical issues from individual user concerns to widespread system outages. Your responsibilities will include: Providing 1st Line Support by promptly logging incidents into the service desk system. Managing 2nd Line Support tickets, leveraging your expertise to resolve issues escalated from the front-line support team. Ensuring smooth escalation processes, maintaining top-notch feedback and service quality. Collaborating closely with 1st Line Analysts, Service Desk Team Leader, and Development team to uphold service excellence. Deploying and maintaining software and hardware, including patches and hotfixes. Troubleshooting and managing MFD printers/scanners. Updating documentation areas such as Asset Register and Wiki knowledge base. Managing active directory/exchange user accounts and file security permissions. Assisting with backup management and data retrieval, both onsite and in the cloud. Overseeing phone and networking systems. Providing administrative support for back office and bespoke systems. Maintaining a high standard of customer service and adherence to Service Level Agreements. Contributing to occasional implementation projects for new software and hardware technologies. Offering out-of-hours cover and performing remote maintenance on a rotational basis. As an Intermediate level Service Desk Analyst/Engineer, you'll be based in our Birmingham office and report to the Service Desk Team Leader. While there's no direct line management responsibility, you'll regularly collaborate with Technical Solutions Managers, Developers, Data Managers, and Infrastructure teams. To excel in this role, you should possess: Strong familiarity with ITIL practices and Service Level Agreements. Proficiency in IT Service Management and front-line technical IT support. Expertise in prioritizing and managing daily workload autonomously. Competence with Windows environments, Microsoft Office suites, and Active Directory administration. Knowledge of TCP/IP Networking, DHCP, DNS, VPNs, and firewalls. Experience with VMware virtualization and Microsoft Azure cloud infrastructure. Familiarity with HP MSA SAN, server, and networking hardware. Ability to create and maintain technical documentation. Proficiency in setting up and supporting mobile devices and managing printers/scanners. Desirable skills include understanding of Supply Chain & Freight, willingness to learn, and familiarity with MS SQL, PowerShell, and relevant applications. Candidates with A-Level qualifications or higher in Computer Science, Information Technology, or related fields, along with relevant certifications like ITIL Foundation or MCSA, are preferred. However, we value experience equally alongside qualifications. To thrive in this role, you should have a proactive attitude, excellent communication skills, attention to detail, and a collaborative spirit. If you're eager to learn, adaptable, and passionate about delivering top-notch IT support, we'd love to hear from you. Please apply with an up-to-date CV to be considered. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.