IT Support Analyst (1st/2nd line)

IT Support Analyst (1st/2nd line)

30-35,000 per annum + permanent benefits

Fully On-Site - Chelmsford

Key Responsibilities (include, but are not limited to):

• Provide technical support to staff members through phone calls or email correspondence and maintain detailed records of all IT requests.
• Keep users informed about the status of their tickets to effectively manage their expectations.
• Ensure the delivery of an efficient service that maintains a high level of user satisfaction.
• Troubleshoot and resolve incidents involving various systems, applications, and technologies either through remote access or by providing direct user assistance.
• Proactively manage service desk queues, handle unassigned tickets, and continuously update work information.
• Facilitate and support internal office relocations (IT equipment only) and new user configurations.
• Cabling and network patch management.
• Inventory and asset management.
• Assist in various application and infrastructure projects.

Essential skills

• Knowledge of corporate infrastructure.
• Custom and standard software packages.
• Azure AVD, Windows Server 2019/2022, Microsoft 365.
• Administration of Computers and Users in Active Directory.
• Knowledge of VOIP systems.
• Zendesk or similar service desk software.
• Setup and configuration of new user PC and laptop hardware.
• Hardware maintenance, including coordination with third-party suppliers and contractors.