1st Line Desktop Support Analyst
Sittingbourne
Up to £25k DOE
2135J

The Desktop Support Analyst will be responsible for providing frontline support to both users and employees across the business, as well as proving day to day administration of IT services. The role will involve taking calls and managing requests, dealing with issues and escalating to a third party support provider for second and third line support. The focus of the role is to provide an excellent level of IT support across the business; focussing on timely and effective resolution of user issues.

Key Duties:
• Provide frontline support to staff, taking support requests via phone or email/intranet, dealing with first line issues and escalating relevant calls to internal development or external network support
• Provide frontline support to customers via phone or email supporting custom IT solutions
• Process support issues, identifying the type of problem and assigning issues to the relevant team. Working closely with our external network support provider on both support issues and general infrastructure development
• Monitor the IT Support mailbox and escalate relevant issues to internal development
• Administer the setup of new users within the Azure Active Directory environment, commercial and custom applications
• Maintain and support the Microsoft Office 365 suite of applications and set up new user licenses where required
• Maintain and support the company’s CCTV systems
• Setting up and managing user access control across all relevant sites
• Provide staff induction training, introducing new users to the IT infrastructure, including IT, voice, mobile and print services
• Support the Desktop Support Manager in the specification of user hardware and configure accordingly, including Microsoft Windows PCs, printers, scanners and other peripherals
• Maintain the company’s I.T asset register, recording at all times the equipment on hand and its location
• Maintain and keep on schedule the company’s hardware refresh plan, including, but not limited to, PCs, monitors, printers and telephones
• Support the Desktop Support Manager in the specification and installation of commercial software applications, ensure all internally managed software upgrades are completed and commercial software remains current
• Generate application documentation and basic user guides for all relevant software and hardware
• Support the Desktop Support Manager on the integration of new sites from an I.T. perspective
• Administer Intranet providing support and structural changes where required
• Administer backup solutions
• Provide frontline support and administration of the VOIP telephone system
• Provide frontline support and administration of all company connectivity
• Work together with the IT team and the Desktop Support Manager on specific projects required by the business

Technical Skills required:
• Microsoft Windows 7, 8 and 10
• Microsoft Windows Server 2003-2012
• Microsoft Office365 product suite
• Microsoft Active Directory
• Networking and Wireless Access
• Experience troubleshooting PC issues involving desktop, applications, network and peripherals

Desirable
• Microsoft Dynamics 365
• Microsoft Azure
• VOIP phone system and software
• CCTV and Access Control

Skills and attributes required:
• Degree or equivalent qualification in an IT-related subject
• Time & Organisational Management
• Team player
• Quality oriented and Customer Service driven
• Excellent communication skills with internal & external clients
• Solutions focussed

Although this position will be based in Sittingbourne, there will be an expectation of travel to the Birmingham office. A great deal of work can be carried out remotely, but there may be a need to work from there occasionally. Ideally candidates will have a driving licence and their own car. The company would pay for mileage. If you do not drive they would pay for train travel.