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IT Support Analyst

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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

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