A Not for Profit Organisation in Central London is seeking an IT Support Analyst on a permanent basis. The IT Support Analyst will report to the helpdesk team lead and will be a primary contact for 1st, 2nd and some 3rd line IT support services to residents, members and the trust staff.
This role will be hybrid working, 2-3 days a week in the office.
Responsibilities:
- To be the primary IT support for resident, member, event partners, and Trust IT support issues and requests. This includes 1st, 2nd and some 3rd line support.
- Personally resolve reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, comforting SLA's and adjusting priorities to deal with urgent issues and requests.
- Pro actively research and identify solutions that may benefit the team and the trust.
- Undertake the training of staff members as required.
- Assist in delivery of IT services (including wired connections, wireless connections, and VoIP telephony) across all tenanted spaces , including those areas occupied by the trust.
Experience:
- Demonstrable technical knowledge of working in an IT Service Desk team
- Windows OS, Active Directory, Office 365, and Azure user support knowledge, including break fix, account creation, account management, and group policies.
- Demonstrable knowledge of supporting desktop hardware (primarily Dell laptops) and mobile hardware (iOS and Android mobile phones and tablets)
- Demonstrable knowledge supporting and installing operating systems (Windows 10-11 primarily, some Windows server 2012/2016/2019 and some Mac OS)
- A good knowledge of network infrastructure, both wired and wireless
- A good knowledge of logical network concepts including VLANs, IPs, DNS and DHCP
- Knowledge of VoIP telephony