IT Support Analyst

IT Support Analyst

30,000 Per Annum

37.5 hours per week

Dudley Hybrid working: 2 days per week in office.

Responsible for day-to-day management of the Jira Service Desk ticketing system for the IT Support function within the business, escalating issues where appropriate to the Systems Administrator and IT Manager. Ensure that the IT Support function works towards the agreed service standards and ensures any operational service degradation and interruption is communicated or escalated effectively.

Good communication is vital and the role will involve supporting the existing infrastructure, applications and projects where appropriate.

KEY DUTIES AND RESPONSIBILITIES:

• Provide onsite IT support to the business
• Be the first point of contact for IT support for hardware or software issues
• Investigate IT support tickets logged via Jira Service Desk software, prioritising issues to ensure resolution times adhere to agreed service levels
• Office 365 user and tenant administration including Entra, Autopilot, Exchange, Teams and SharePoint
• Administration and maintenance of IT systems including 8x8 phone system, Jira, printers and network equipment
• Support end users and their work equipment when working either in the office or remotely
• Ensure only authorised software is installed on work laptops
• Ensure all hardware and software is ordered, configured and licensed as required
• Ensure new starter process is followed including setup of hardware and software accounts and deliver overview of systems and processes on their first day
• Provide internal training (such as Office 365 and 8x8 phone system) to staff as required
• Escalate IT issues to the Systems Administrator and IT Manager where necessary
• Undertake small to medium-sized IT projects as instructed and supervised by the IT Manager or Systems Administrator
• Ensure you are taking responsibility of your own development time. Complete all compulsory modules within the set deadline and ensure all Compliance Modules are complete and up to date

EXPERIENCE REQUIRED:

• Experience working in an IT support environment
• Office 365 and Azure management
• Good knowledge of Active Directory
• Good knowledge of network troubleshooting
• Good knowledge of laptop build process preferably utilising Autopilot
• Phone system (ideally 8x8) experience including configuration and administration
• Good time and workload management skills
• Highly motivated and keen to develop new skills
• Excellent communication skills
• Attention to detail
• Knowledge of Power Automate (Flow) would be beneficial

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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