Job ID 341298
Contract Type: Permanent
Hours: Full Time, 37.5 per week
Salary: £22,000 to £24,000 per annum
Benefits: 25 days holiday plus bank holidays, cycle to work scheme, CPD allowance, Health Shield policy, buy & sell holiday and enhanced maternity/paternity pay.
About the Role:
We have an exciting opportunity for an enthusiastic, IT focused individual looking to develop their skills within a 1st line support role.
Joining a friendly 12-person team in IT support, you will help resolve IT related issues for over 450 sites across the UK, delivering support to all users across the business and providing excellent customer service. First line support is about reacting quickly and positively to incoming incidents, determining if issues can be resolved internally or the need for escalation to 3rd parties.
The position is based in York, on a hybrid working basis, with three days (more optionally), required in-office, and two days work from home. Occasional travel to other UK sites may be required. The role will also require remote participation in an out of hours on-call rota.
1st Line IT Support Analyst Key Responsibilities:
Be the first point of call for colleagues across the business, diagnosing and assisting with their issues over the phone and via email
Work as part of a team to resolve incidents and requests within a given SLA
Work with our 3rd party support providers to ensure incidents are resolved
Liaise with end users to ensure they are kept informed about the progress of their issue
Be able to diagnose and resolve common software and hardware issues
Work to meet deadlines in an environment where priorities can change quickly
Discuss and explain issues with users in a non-technical way where required, to gather the right information to progress their issue.
1st Line IT Support Analyst Requirements:
Experience in using Microsoft Office 2016/365 (Word, Excel, Outlook)
Windows operating systems, e.g. XP, 7, 10
Experience using/supporting IT Hardware, e.g. Servers, Desktops, Laptops, Printers
Use of corporate telephony systems (VoIP)
Active Directory experience
Basic networking experience
Excellent communication and customer service skills.
Previous 1st line experience
Worked with Service Desk solutions
Knowledge of ITIL
Full driving license
Thin client and virtualization technologies (VMware, HyperV).
If you think you’d be a good fit for the role, we’d love to hear from you.
Working in collaboration with our practices, we aim to care for people, their pets and our profession. Established in November 2015, our group includes small animal, equine and farm animal practices. We have more than 7500 employees working in over 400 sites across the UK, supported by our Central Support office in York, and collaborating nationally to provide excellent service.
You may have experience of the following: 1st Line Support, First Line Support, IT Service Desk Analyst, Technical Support Analyst, System Support Analyst, IT Support, Technical Support, Support Analyst, Network Support, Helpdesk Analyst, Desktop Support, Help Desk, IT Support Technician, etc.
REF-(phone number removed)