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IT Helpdesk Support Analyst 1st/2nd line City of London £35000 immediate start Hybrid working We are very excited to be recruiting a NEW MEMBER to join the IT Technology Department of this professional firm, 5-minutes walk from Blackfriars/City Thameslink/Cannon Street!Joining the existing team of 11, you will be responsible for providing IT support to around 1600 users throughout various offices to ensure that business operations run smoothly and escalated Client queries are handled efficiently and effectively. A bit about the firm: They are an independent member of a Global organisation, one of the largest network in their field in the world. Their Technical environment: 100MB - 1GB Fibre WAN network 4G, mobile and Cisco VPN remote working Blackberry Work/Microsoft Intune M-Files Document Management Microsoft 365 Microsoft Exchange Online Microsoft Teams telephony, messaging and conferencing Mimecast SharePoint 2013 Intranet (Crocus) Windows 10/11 Enterprise Wide range of industry applications (all SQL DB's) Windows 2016/2019 What's in it for you? They are offering a competitive salary of £35,000, 26 days holiday, flexible benefits package, personal and professional development. They are truly a great bunch - they work hard but they also have some fun when they're in the office finding time to socialise outside of hours. A bit about the role: This is a National role, reporting into a supportive Senior Manager for Technology Support. As an IT Support Analyst, you will be based in their swanky new offices in London and this will also involve some travel to the firm's regional sites (on a rota basis) for helpdesk, administration and project work. The standard hours are 9.30 - 5.30 Monday to Friday but the team (again on a rota basis) cover working hours of between 8.00 am and 6.00 pm to ensure that cover is provided for those members of staff that start earlier or finish later. Initially for probably the first 3 months (probation) you will be expected to work Monday to Friday in the London office. Following this, you will be able to WFH on a rotational basis - the current pattern is three days in the office one week, two days the following and the following 5 days working from home. Occasionally there will also be a need to work overtime and to be "on call" again on a rota - all of which is paid at overtime rate. What will you be doing? Communicate with internal stakeholders to understand their requirements Advising clients on possible solutions Diagnosing the source of users' IT issues Escalate complex problems and making users aware of the impact Installing and configuring computer hardware and software Involvement in projects Setting up accounts for new starters Planning and undertaking scheduled maintenance upgrades or software deployments What do you need to be successful? Proven experience as an IT Analyst or similar In-depth knowledge of hardware and software Up-to-date knowledge of IT and software trends Strong customer service ethos Excellent written and verbal communication skills A natural problem solver - ready to go the extra mile Engaging personality Friendly and polite Team player If you think this role sounds right up your street - hit click and apply now! There is a full job description available to suitable candidates.
Are you a skilled IT professional with a passion for providing exceptional technical support? We are seeking a 2nd Line analyst To join our dynamic team. As a key member of our IT support department, you will play a crucial role in ensuring smooth operations and outstanding service for our clients. Responsibilities: Technical Support: Provide 2nd line technical support to end-users, addressing hardware and software issues promptly and efficiently. Incident Management: Take ownership of customer incidents or service requests, seeing them through to resolution. Ticket Management: Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs). Client Communication: Maintain accurate support tickets and provide daily progress updates to clients. Escalation: Escalate incidents or service requests that require higher-level resolution. Positive Customer Interaction: Build rapport with customers, focusing on their business needs and delivering excellent service. Infrastructure Assistance: Assist with infrastructure tasks as needed. User Security: Maintain user security across all systems. Service Request Completion: Ensure timely completion of service requests. Administration: Manage Active Directory, end-user devices, Office 365, and business applications. Skills & Qualifications: Experience: At least 4 years of experience in a commercial IT support environment, preferably within a Managed Service Provider. Technical Proficiency: Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL). Proficiency in diagnosing and troubleshooting complex IT issues. Knowledge of various versions of MS Windows, basic TCP/IP networking, Citrix, and MS Office (including Office 365). Communication Skills: Excellent verbal and written communication skills. Ability to interact effectively with users at all levels. Problem-Solving Attitude: Proactive approach to resolving issues. Ability to prioritize and escalate problems appropriately. Team Player: Collaborate effectively with colleagues. Adaptability: Thrive in a fast-paced and ever-changing environment. If you are a dedicated IT professional looking for an exciting opportunity to contribute to a growing organisation, we encourage you to apply! Join us in delivering top-notch service and technical support to our valued clients. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Our client is a well-established Global organisation urgently seeking an onsite Junior Technical Support Analyst to join their team on a permanent basis. As the Junior Technical Support Analyst, you will support, maintain, develop and optimise key functional areas, across Microsoft Office 365 cloud applications and services, client platform technologies, enterprise device management and application deployment, applications, audio-visual and printing to ensure the business can run all IT aspects at the highest standard. The role also involves scheduling direct activities to resolve escalated hardware and software problems in a timely and accurate fashion. Key responsibilities as the Junior Technical Support Analyst include but not limited to: Provide technology, data and process support for an effective IT service across the organisation, with commensurate travel as appropriate. Primary point for site-based IT issues escalated by the global service desk. Provide equivalent support to other offices in region. Develop and maintain excellent and professional relationships with users; with an emphasis on service delivery offering advice and support to become a trusted point of contact. Carry out duties to ensure compliance with policies, standards and procedures (operational, legal, regulatory) in accordance with governance mandates. Produce updates and information on system issues, root cause and resolutions and make them available to management, as requested. Deliver tasks and project work packages as needed. Key skills & experience required as Junior Technical Support Analyst: 1 years' experience in Desktop Support Engineer / Modern Workplace /End User Support. A good understanding of Windows-based computer systems, enterprise connectivity, Microsoft applications across a global organisation with on-premises and cloud-based services. Technical administration of Microsoft end user: Windows desktop and server (AD, DNS, DHCP), Office desktop apps, Office365. Office Audio-visual and printing.
Job Title - IT Operations Analyst Sector - Finance Salary - £25,000 - £30,000 Location - Central London This position entails providing comprehensive support to the business' end users for their daily IT needs, encompassing telecoms, networking, and server support. As an integral part of a team you report directly to the Head of IT. Your responsibilities will involve the continual monitoring and upkeep of computer systems and applications, as well as the installation and configuration of such systems. You will diagnose hardware and software issues and provide solutions, either through remote assistance or in-person support. Additionally, you will generate documentation and contribute to the enhancement of collaborative online databases. Ensuring the smooth operation and maintenance of IT systems falls within your purview, encompassing proactive monitoring, routine checks, bug resolution, and application deployment in alignment with project requirements and user requests, serving as both first and second-line support. Role requirements: Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role Hands-on experience with Windows/Linux/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Excellent problem-solving and multitasking skills Ability to sustain a high level of drive, enthusiasm and a positive attitude when coping with pressure at work Able to work in a cooperative, respectful manner with colleagues and clients including when under deadlines Good communicator with a customer-oriented attitude Excellent attention to detail and someone who will look to improve processes where relevant Degree or training in Computer Science or a related subject is highly desirable Key Responsibilities: Provide comprehensive desktop support, encompassing telecoms and network services. Oversee telecom systems, including Etrali, Avaya, Audionet, Cybertec, IPC. Address and resolve user issues efficiently through the ticketing system. Ensure clarity during application and peripheral installations for users. Employ targeted questioning to diagnose problems and implement effective solutions. Deliver clear, step-by-step instructions to users for problem resolution. Conduct troubleshooting for remote sites with precision. Persistently test alternative pathways until issues are successfully resolved. Customize desktop applications to suit user requirements. Maintain detailed logs of technical issues and their solutions. Escalate unresolved issues to the appropriate level within the support team. Follow up with users to confirm the functionality of their systems post-resolution. Report user feedback and suggest potential product enhancements or improvements. Assist in the creation of technical documentation and manuals to enhance user understanding. If this role spikes your interest, apply now! My client is actively interviewing so please apply to be considered for interview. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.