IT Support Analyst

A world-leading "think tank" institute, needs to recruit a IT Support Analyst (Placed)

Day to day duties include troubleshooting first and second line hardware and software problems, providing technical advice and support on a broad range of services including multimedia, co-ordinating support and maintenance activities with suppliers and ensuring calls are escalated to the appropriate 3rd line or external suppliers.

Principal Responsibilities

● To provide an effective interface between the IT team and rest of the Institute community, including third party suppliers, by ensuring IT problems are identified and resolved in a professional way;
● To provide front line support for a range of software and hardware, including Windows 7, Windows 10;
● To participate in working groups or project teams with colleagues from across the Institute;
● To assist with, and troubleshoot on, the Institute’s telephone system;
● To assist with hardware and software installation and maintenance when required on a range of devices including mobile technologies;
● To proactively identify solutions to user problems and propose how they will be implemented;
● To actively promote team values, including accepting and promoting agreed standards, encouraging and supporting other team members, and supporting management in achieving agreed goals;
● To provide general advice and support to colleagues in the use of software, hardware, AV, and other IT services which support the Institute’s mission;
Personal Specification
• High level of IT skills including Microsoft products including O365;
• Knowledge of managing and troubleshooting a wide range of device hardware and software such as PC’s, laptops, printers, mobile devices in a networked environment;
• Experience of user account management, troubleshooting and problem resolution in Active Directory;
• Must be able to log and document IT processes and procedures, fault track and undertake inventory management;
• Must be able to explain/discuss complex technical issues with non-technical colleagues;
• Excellent organisational skills and the ability to prioritise;
• Demonstrate a service-orientated, customer-focused approach to service delivery;

Contract Day Rates, Option for permanent 6 months for ideal candidate

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