IT Operations Analyst (1st/2nd Line Support) - Leicester

Ref: 243 Date Posted: Wednesday 31 Jul 2019
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A well-established and reputable client of ours is looking for a Junior 1st/2nd Line Support specialist for a 3-month contact to join their team at their Leicestershire based offices.

Roles and Responsibilities

- Answer calls, log tickets within ITSM, take ownership of tickets from inception to resolutio

- Troubleshooting both hardware and software related IT incidents by telephone and remote access. Provide support to head offices based staff as well as remote workers. Supporting collectively 8000+ users based in the UK, Europe and US.

- Ensure all incidents, change requests and activities are logged appropriately within the helpdesk system to a high standard.

- Provision and configure software and hardware for new employees and transfers, i.e. VOIP telephones, laptops, desktops, mobile devices and any other required IT equipment.

- Laptop and desktop configuration using imaging software with the following operating systems: Windows 8.1 and Windows 10

- Provisioning and configuration of Windows Operating Systems as well as MS Office suite.

- Replace and repair any faulty IT Hardware when required

- Managing Active Directory objects (user accounts, distribution and security groups) and Exchange recipients using MS Exchange 2013

- Ensuring all email distribution lists and Active Directory users are kept up-to-date

- Working closely with other members of the IT Operations and Software Development Team

- Ability to manage own workload and escalate incidents and change requests to the 2nd/3rd line analysts where required

- Ensure all processes both existing and new are documented to the highest level

- Ensure responsibility for conducting ad hoc IT projects along with development of related documentation.

- Ensures data protection regulations are complied with at all times

- Works to ensure that the IT policy is enforced at all times and reports any infringements.

- Will have the opportunity to work on key projects throughout the year, this can include integrations and travelling to other sites within the UK and Overseas

- Will be required to work out of hours when business requires

Key Experience Required

- Must be competent with the following operating systems: Windows 8.1 and Windows 10

- Must be competent with Microsoft Office 2013 and 2016

- Understanding of MS Active Directory and Domain Environment.

- Understanding of MS Exchange 2013/2016 recipient management.

- Understanding of Virtualisation technology.

- Understanding of IP Telephony, preferably Cisco based.

- Understanding of SharePoint and Skype for business is not essential but beneficial.

- A degree in Computer Science or equivalence is not essential but is preferable.

- A Microsoft Accreditation (MCP or MCTS) is not essential but is beneficial.