Support Analyst, IT Operations

A typical day will include covering responsibilities such as:
Handling Incidents, Service Request and Identifying Trends
oTake ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)
oMaintain and develop knowledge and skills to facilitate this process.
oProactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations

Managing Vendors & Finances
oObtain quotations, manage the purchasing and invoicing for IT equipment and licenses obtaining the best value for the organisation.
oManage IT assets through their lifecycle from purchase to disposal.

Teamwork & Sharing Knowledge
oShare knowledge aiding team colleagues and our customers
oCreate knowledge articles for the self-service portal.
oSupporting IT Infrastructure and systems

Job Experience, Functional Knowledge and Qualifications
Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
Excellent communication skills in both written and spoken English.
Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
Strong customer focus - identifies needs and finds solutions to meet them.
Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls
Experience with IT asset management and automation tools such as Desktop Central
Audio-Video/Video Conferencing support