An opportunity has arisen for an IT Support Analyst with the right outgoing mind-set to join our IT Service Desk team.



The IT Support Analyst will be responsible for 1st and 2nd line software and hardware support, predominantly via telephone, face to face and via email. The post holder will troubleshoot and restore routine technical service and equipment problems by analysing, identifying and diagnosing faults and symptoms. The majority of resolutions are completed "remotely". The IT Support Analyst will act as the first point of call for any IT related requests or incidents.



Reporting to the Support Team Leader and based in Snodland, the applicant will need to occasionally travel to other offices when required and provide training to users



Main responsibilities
* Provide 1st and 2nd line support within the IT Service Desk, investigating, escalating or resolving Incidents and Requests within agreed SLA's and Fulfilment times.
* Keep users informed on the progress of their Incident or Request, communicating clearly and effectively in non-technical terms.
* Maintain desktop hardware and software assets.
* Assist with the support and maintenance of the IT infrastructure when required
* Ensure phone coverage of the IT Service Desk when assigned, ensuring Incidents and Requests are categorised and logged.
* Basic Active Directory administration. Creating user accounts and mailboxes, reset passwords, create groups etc.
* Maintain or create IT Service Desk procedures and user guides.
* Travel to other SEW sites where required
* Complete IT projects alongside day-to-day responsibilities



Requirements
* Excellent interpersonal skills and telephone manner, particularly the ability to communicate clearly in non-technical language, are essential.
* Excellent organisational skills
* 2 years previous IT Service Desk and/or Customer Service experience required.
* Basic User & Security Group Active Directory administration.
* Confident, very IT literate team player with proven ability in current Microsoft technologies, including Windows 7 and 10, Active Directory.
* Knowledge of IT infrastructure and networking, and be skilled at PC configuration and software installation.
* Positive attitude with proactive problem management skills and the determination to devise workarounds and take issues through to closure.
* Capable of juggling multiple tasks in a sometimes high-pressured environment.
* Must have a full UK driving license.



Please be aware that in this position some manual handling work will be required.



This post is subject to a basic criminal records check and the Right to Work in the UK.



In return, we offer a competitive salary, a minimum of 25 days annual leave, a stakeholder pension scheme in which the maximum Company contribution is 10% and a life assurance scheme.