Job vacancy - IT Support Analyst

Position: IT Support Analyst
Reference: acsPXitsa
Location: Reading
Salary: £25,000 - £30,000 per annum
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The IT Support Analyst is responsible for supporting all functions and features of the European IT organisation.

Key Responsibilities:

Business Support:

  • Maintain the day to day operations of the IT Systems and Infrastructure relating to the European business, including both main and regional facilities.
  • Maximise availability of computer systems and networks throughout the European Organization
  • Drive and implement IT projects as requested.
  • Ensure accurate logging of tickets, notes and resolutions in the IT Ticket System and that resolution is reached in a timely manner, with customer satisfaction as a primary focus.
  • Provide the advanced technical Microsoft Outlook 365, Active Directory and SharePoint Administration and SAP support within the European Business
  • Maintain relationships and interface with external IT suppliers and service vendors
  • Help control IT costs and improve efficiency of IT systems within Europe.

Policies and Procedures:

  • Assist in ensuring compliance with the Global Cyber Security policies for the European organization
  • Conduct work in accordance with all IT Policies or Procedures.
  • Monitor security status and resolve incidents in-line with the Incident Response procedure and update where necessary
  • Take a lead in maintaining the European Disaster Recovery plans and performing tests to ensure readiness and effectiveness.
  • Ensure continuity of mission critical systems and data via Backup processes, month end procedures and other methods
  • Update and review the Risk Governance process for the European business and implement appropriate controls
  • Adhere to all regional documentation and procedures included in XP's Quality systems.

Specific Duties:

  • Maintain a tidy work environment in all IT areas.
  • Maintain FAQ databases and perform IT admin tasks.
  • Ensure thorough documentation is created for all changes and new technology implementations
  • Maintain the Asset register and ensure all assets are captured.
  • Attend courses and training to ensure skills and knowledge are up to date and relevant to the business.
  • Manage the infrastructure at all EU sites, ensuring it is fit for purpose and suggesting improvements where identified.
  • Monitor IT system backups, ensuring to flag failures and resolve issues.
  • Maintain disaster recovery plans and update accordingly.
  • Assist with month end procedures, with the ability to complete in the absence of other team members.
  • Assist in the processing of leavers, with the ability to process in the absence of other team members. Ensuring all systems are protected and secure and all equipment is returned.
  • Responsible for new starter requests, ensuring all requirements are identified and met to the best of our ability.
  • Provide a quick response to user requests and incidents as the first point of contact and support.
  • Responsible for ensuring stock levels are suitable of essential IT equipment and arranging restocking when required.

Qualifications

CCNA, EDCL, Network+ or MCP

Systems Knowledge & Experience

  • Min 5 years previous IT Helpdesk experience
  • Familiarity with ITIL procedures or similar
  • Extensive technical knowledge of Microsoft 365, Active Directory, Server and SharePoint Administration and providing SAP support within a European Business
  • Experienced managing TCP/IP networking, infrastructure services (e.g. DNS, DHCP)
  • Firewall administration experience
  • Effective problem solving skills and attention to detail including complex issue resolution
  • Experience in delivering excellent customer service to internal as well as external customers
  • Experience installing/supporting switches, firewalls, routers and servers
  • Group policy administration experience
  • Understanding and experience of using a helpdesk system (GSN/Freshservice/JIRA or equivalent)
  • Knowledge of OS; Windows, Mac, IOS and Android

Attitude & Ability

Strong communication skills including clear written and spoken English

Pro-active approach to issue escalation to achieve SLAs

Able to follow processes and to maintain consistency in resolution

Understanding of best practice protocols and systems in support of Cyber Security

ACS are recruiting for an IT Support Analyst. If you feel that you have the skills and experience required in this advertisement to be an IT Support Analyst, please submit your CV including an outline of your experience as an IT Support Analyst. It is always a good idea to include a covering letter outlining your experience as an IT Support Analyst with your application as this will enhance your chances of selection and improve your prospects of landing the IT Support Analyst role you desire.