IT Support Analyst

IT Support Analyst is required by my client who are based in the Slough area, this is an on-site / office-based role. Responsibilities: Logging support calls via telephone and email Resolving 1st line incidents and requests Effective ticket management and tracking using the Service Cloud ticket logging system Ensuring all tickets are categorised to correct standards Following internal processes for assigning tickets to the correct department or individuals Ensuring all tickets are resolved to a high level of customer satisfaction Providing regular feedback to customers regarding the status of their tickets Providing exceptional communication between the service desk, end users and resolver groups Proactive Management of tickets raised with 3rd party resolver groups Meeting and exceeding customer specific service level agreements (SLAs) Providing prompt escalation to 3rd Line Support/ Problem Management team as required Utilising various remote takeover tools when necessary Following internal processes for assigning tickets to the correct department or individuals Following Security admin and information security processes, following escalations and notifications where appropriate Working with Vonage cloud-based phone system Providing training to customers and employees on software/websites (Face to face and on the phone) Troubleshooting issues with Apple and Android products, Laptops, Desktops, Tablets) Troubleshooting issues on PC’s, EPOS terminals and Printers within the building Essential Skills: Experience of working on an IT Service Desk Office 365 Microsoft Windows 11, 12 Microsoft Exchange / Active Directory administration MAC OS WAN/LAN9 Router /Switches Back-up software (Hycu) Knowledge of broadband and Wi-Fi technologies Mobile devices (Android & Apple) Knowledge of networking concepts Cyber security Desirable Skills: MCTS Windows 7 & 10 (Desirable) Nutanix Data Centre Experience MCTS Windows Server 2008 (Desirable) ITIL/Prince 2 Foundation (Desirable) Person Specification: 5 Year checkable work history, with no unaccountable gaps. Valid UK Driving licnese Valid Passport Must already possess the Right to Work in the UK Excellent business English verbal and written communications skills in all forms Ability to work under tight time frames Works well on their own and as part of a team Self-motivated, independent and resourceful Problem solver Please send your CV in the first instance and if relevant you will be contacted with full role and company information