IT Support Analyst

A successful global engineering firm is seeking an IT Support Analyst to support the technology requirements of end-users and their software, hardware, and communications technology throughout their European sites. The role is also involved in regional server support, network support and vendor management.

Responsibilities include:

• Monitoring ICT Service Request and Incident queues and responding based on ITIL processes and company SLAs.
• Resolve end-user requirements within the office and remotely, including hardware and software support.
• Coordination with our Infrastructure Managed Service Provider in the support of regional servers and networks.
• Local and regional procurement and vendor management, liaising with vendors on application and hardware related issues.
• Support and troubleshooting of local AV and Teams equipment.
• Perform application installation, removal, configuration, and updates.
• IT onboarding of employees using defined standards and processes. 
• Technical/engineering software license monitoring, compliance and support.
• Maintaining and creating technical documentation and knowledge base articles.
• Assist in responding to and remediating any Severity 1 ICT issues affecting all or part of the organisation. 
• Working closely with the ICT team to support project work.
• Administration and Troubleshooting of Office 365 applications including Teams, SharePoint Online and Exchange Online.
• Contributing to Continual Service Improvement, Service Reporting and Service Measurement.
• Any other items reasonably requested by the ICT Service Delivery Manager.
• Project support work around GDPR/ Data privacy (so an understanding of UK/EU regulations is a big plus).

Qualifications, Skills & Experience

• Ideally you’ll have experience of all of the above
• Understanding of, or qualifications in ITIL service framework
• Introduction to Azure Fundamentals training.
• A minimum of 5 years’ experience resolving end user computing hardware and software issues both onsite and remotely.
• Supporting Microsoft technologies including Windows 10 operating system, Office 365 applications and Active Directory.