Support Analyst

We're looking for a Support Analyst who expects more from their career. The Support Analyst will provide high-quality, office based IT support from the Support Bar, acting as a first point of contact for users and delivering excellent customer experience while resolving day-to-day IT issues using defined tools, processes and escalation paths.

 

Key accountabilities:

• Technical Support
  • Deliver level 1 and 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to walk-up users.
  • Deliver level 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to remote users.
  • Troubleshoot hardware, software, account and configuration issues and escalate to senior Support Bar Analysts where required.
  • Support Joiners, Movers and Leavers processes with device builds/wiping, imaging, deployments and basic Active Directory administration tasks.
• Operational & Service Delivery
  • Log and manage tickets accurately in ServiceNow, ensuring SLA adherence and correct prioritisation.
  • Contribute to knowledge articles and documentation to improve team capability, Service Desk and Automation coverage.
  • Maintain stock levels, assist with asset management/CMDB record accuracy and support shipping and procurement activities.
• User Experience & Communication
  • Ensure proactive coverage of the Support Bar and maintain high standards of customer service at all times.
  • Demonstrate consistently professional engagement with users with frequent updates.
• Collaboration
  • Work collaboratively with global teams and support remote site activities where required.
  • Develop towards being main point of contact (Office Champion) for remote sites. This will require some European travel.

 

What we expect from you:

• Exposure to enterprise IT environments and basic ITIL understanding would be advantageous but not essential.
• A passion for technology and a strong customer service mindset.
• Solid time management and organisational skills.

 

We're looking for a Support Analyst who expects more from their career. The Support Analyst will provide high-quality, office based IT support from the Support Bar, acting as a first point of contact for users and delivering excellent customer experience while resolving day-to-day IT issues using defined tools, processes and escalation paths.

 

Key accountabilities:

• Technical Support
  • Deliver level 1 and 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to walk-up users.
  • Deliver level 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to remote users.
  • Troubleshoot hardware, software, account and configuration issues and escalate to senior Support Bar Analysts where required.
  • Support Joiners, Movers and Leavers processes with device builds/wiping, imaging, deployments and basic Active Directory administration tasks.
• Operational & Service Delivery
  • Log and manage tickets accurately in ServiceNow, ensuring SLA adherence and correct prioritisation.
  • Contribute to knowledge articles and documentation to improve team capability, Service Desk and Automation coverage.
  • Maintain stock levels, assist with asset management/CMDB record accuracy and support shipping and procurement activities.
• User Experience & Communication
  • Ensure proactive coverage of the Support Bar and maintain high standards of customer service at all times.
  • Demonstrate consistently professional engagement with users with frequent updates.
• Collaboration
  • Work collaboratively with global teams and support remote site activities where required.
  • Develop towards being main point of contact (Office Champion) for remote sites. This will require some European travel.

 

What we expect from you:

• Exposure to enterprise IT environments and basic ITIL understanding would be advantageous but not essential.
• A passion for technology and a strong customer service mindset.
• Solid time management and organisational skills.