1st / 2nd Line IT Support Analyst
West Malling
£22-25K
VR/02376J
The role of the IT Support Analyst is to provide first and second line support to the business on all IT-related matters. This role will act as a point of liaison between the user, the wider business, in-house and external partners and suppliers.
Role Responsibilities
• Installing and configuring computer hardware operating systems and applications -Desk Setup, patching, MS Office 2010 -2016, Windows OS (7,10)
• Monitoring and maintaining computer systems and networks -identifying issues with PCs and carrying out initial diagnostics/health check type tasks
• Providing technical assistance to staff both in office and remotely either over the phone, face to face or through remote screen sharing sessions
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Acting on errors received via monitoring solutions
• Acting in response to helpdesk raised issues through our online ticketing portal
• Upgrading or replacing faulty hardware parts as required -such as memory, hard drive replacement, monitors, peripheral devices
• Producing procedural documentation and reports -documenting fault/issue fixes within ticketing system
• Installation of bespoke software -including, but not limited to, PGP Desktop, WhosOn, Exchequer, various development software tools, Touchpoint
• Using existing knowledge, online research, guides/printed material to resolve issues

Personal Qualities & Key Skills
•Experience in a IT Support related role
•Excellent communication skills and ability to translate requirements
•Establishing good communication and working relationship with end users
•The ability to understand and communicate technical concepts
•Ability to influence across the business and with third parties
•The ability to be Customer Centric by delivering excellent customer service.

Role Responsibilities
• Setting-up and maintaining user accounts -User profiles created in Active Directory, Exchange, Phone system. Updates made to signatures, access permissions via Security groups
• 1st Line Phone System Support -User/Group creation, Incoming DDI routing, Reporting and Call recording support
• To track day to day issues and provide feedback to Support Manager -escalating tickets as required internally and to external partners
Hours: 40 hours per week -Monday to Friday
Benefits include; 22 days starting holiday entitlement, Pension Scheme, Private Medical Insurance, Childcare Vouchers, Gadget Insurance, Cycle to Work Scheme.