Job Specification:Technical Support Analyst

Location: Leeds (ITIL V4 certified training and 50% work from home)Benefits:

Certs and Training:

ITIL V4 once passed probation. 1 week certified courseWork from home/office:

50/50Holidays:

25Mental health days:

1 Wednesday per month allowed 1 hour extra during the dayPension:

Contributory pension (5% employee – 4% employer)Parking:

Yes if you''re in officeSocial:

Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)Notice period:

1 monthPDP:

Everybody gets a personal dev plan on start dateLearning and Development days:

12 days can be taken throughout the yearOther Benefits:

Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnoutA fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happyProgression opportunities at every level from entry to senior managementAs a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in businessPrivate medical insurance at a discounted rateEnhanced parental leave packagesFlexible working options, including a £100 support package for your home working set upFully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suiteOn-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees.A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentivesFree parking on-site in our spacious car parks with electric car charging points available on-siteA modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environmentMain Duties and Responsibilities

Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when required.Provide Licensing and Cloud Provisioning support to internal staff and customers based on query requirements.Providing excellent customer service via the telephone, ticketing system, email system, and face to face.Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external customers.Develop, present, and implement proposals to improve IT systems and infrastructure.Adhere to change management processes.Provide internal end-user support and training for business systems.Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.Understand and adhere to the technical escalations’ procedure.Occasionally perform onsite low-level consultancy customer work as and when required.Understand, adhere to, and promote IT security best practices.Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests and internal change processes.Occasional infrastructure support and patching outside of core business hours.Ongoing documentation of network, infrastructure, and related processes.To always be willing to carry out any other reasonable request.Adhere to asset and access management policies and procedures.Required Skills

Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc).Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.Ability to work on your own and as part of a team.Professional telephone manner.Strong attention to detail in logging/updating support tickets and technical documentation.Excellent verbal and written communication skills.Excellent customer service skills and problem-solving skills.Assertive, confident, positive and professional manner.Flexible and adaptable as the business demands.Ability to work under pressure.Must have a “can do” attitude at all times.At least 1 year’s experience of working in a Service Desk environment.

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