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Salary: Up to £22K (DOE)

IT Support Analyst

Job description

We're looking for an IT Support Analyst to join our fast-paced and highly motivated team Service Desk. Joining as a Service Engineer, you'll use your IT knowledge and experience to resolve a variety of service incidents and requests from a diverse range of clients. Our Service Engineers are the first responders for incoming incident resolution and minor change requests, they provide our clients with excellent technical expertise, and when possible, a one-touch resolution. We truly care about our clients and want to help them get back to their own role as efficiently as possible, restoring their faith in the power of technology to enrich their lives.

Service Engineers deal with incidents or changes that are reported by phone, chat, email or in person. While primarily a desk-based role, there is the opportunity for on-site visits and remote working. Our dispatch process provides our Service Engineers with a schedule of work to complete during your working day. Tasks are highly varied, in both business industry and technology, so we're looking for someone with a broad range of technical understanding, a desire to provide and improve on our excellent customer service, and a passion to learn.

If successful in your application, you'll receive the training, support & certifications needed to stay ahead of emerging technologies, enabling you to provide exceptional customer service and fully support your clients as their businesses grow.

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As an IT Support Analyst your main role and responsibilities will include:

  • Providing excellent customer experience, through technical issue resolution, and customer service
  • Answering and logging incoming call and chat support requests
  • Maintaining detailed, accurate notes and time records
  • Troubleshooting and resolving technical issues until resolution or escalation
  • Referencing and updating client documentation and user guides
  • Liaising with 3rd party software vendors

To be considered for this role you must have:

  • Professional IT experience
  • Excellent customer service, customer-facing and problem-solving skills
  • Organisational, time management and documentation skills, preferably with experience of logging time

To be considered for this role you must have:

Preferable but not essential:

  • Windows Server & Desktop
  • Microsoft 365 and Azure administration
  • Networking diagnosis
  • Mac troubleshooting
  • Virtualisation platforms
  • Experience of working within ITIL or SDI frameworks
  • Microsoft Foundation or Associate Level (Workstation, Infrastructure or Cloud)

Benefits include:

  • 21 days holiday, plus bank holidays - minimum
  • Remote working opportunities
  • Career development and training plans for all team members
  • Dog-friendly office
  • Private healthcare after 2 years of service
  • Subsidised 24/7 gym membership
  • Team social activities
  • Breakout areas with free tea, posh coffee, snacks and video games
  • Employee celebrations
  • Free work wear and onsite parking

With a Mission of ‘Growth Through Technology’, we follow a methodology focused on delivering strategic outcomes for our clients rather than just managing technology. We work in partnership with our clients to provide proactive solutions rather than continuously fire-fighting problems. As a result, our employees enjoy the combination of varied work and strategic influence.

Established in 2001, Netitude is ranked in the top 501 MSPs in the world. Our expansion and success have been achieved through a reputation for excellence. We have utilised this approach to take the challenges for our clients and employees head-on throughout recent global events. Never standing still, we have restructured our service offering and adapted to new working norms, providing further benefits and career opportunities for our team.

Our core values are embedded in everything we do; Own It, Nurture & Care, Be Brave, Innovate. We have retained a supportive and caring culture by living these values, relish in passionate teamwork, and celebrate our success together. As a result, we have won Employer of the Month awards and were finalists for Employer of the year.

Netitude's 4.5 star Glassdoor rating