Main characteristics
- Location
- Oxford, Oxfordshire
- Company
- JJ Associates
- Salary
- £35000 - £38500/annum pension, 26 days holidays
- Employment type
- Permanent
- Category
- IT
Job summary
Role: Support Services EngineerLocation: Home based with regular client travel across an area from the South of the UK to the Midlands
Salary: £35-38,500 p.a.
Our client is one of the UKs largest independent insurance brokers employing over 9000 dedicated and passionate professionals across the country, and worldwide, facing and dealing with clients challenges, offering an enviable range of products, services and solutions. They are progressive and proud of the work they do, across all sectors of the business. Therefore, they need highly capable people to join their team to make this a reality.
This exciting Support Services Analyst opportunity has arisen to join our clients IT team to handle all day-to-day IT issues and queries from our business users, escalating tickets and interacting with the Service Desk to provide support and integration services. The role can be home based withpotential access to a local client office and incluses some travel to client locations accross an area from the South of England to the Midlands
Who we are looking for
This is an opportunity for an experienced, travel friendly, IT Support Services Analyst who is willing to work as part of a team and manage stakeholders at all levels. We are looking for someone who has the following skills/experience:
Essential:
* Demonstrable knowledge and understanding of ITIL functions, principles, and processes.
* Knowledge of using Active Directory and Group Policy Objects to define security requirements.
* Strong Windows system administration experience, covering Windows 10 and O365 products.
* Strong Apple iOS experience.
* Problem analysis and resolution experience in a secure environment.
* Excellent verbal and written communication skills.
* Excellent problem-solving skills using logical steps.
* A willingness to work out of hours on occasion.
* The ability to undertake travel to client business locations around the UK which will be required when necessary.
Desirable:
* Knowledge of MS Intune
* Knowledge of SNOW asset Management tool
* Knowledge of ServiceNow
* Knowledge of Windows Autopilot
What you will do
This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all of the following and more:
* This role involves supporting new business integration projects, providing best in class early life support and communication back to the senior IT leadership team
* Identify situations requiring urgent attention and escalate via appropriate channels.
* Provide exceptional customer service, accurate communication with timely updates as required to all business users with IT issues and queries.
* Build positive client relationships through exceptional service, tenacity, and the willingness to do the right thing.
* Take responsibility for and co-ordinate escalated tickets with other team members.
* Interact with Service Desk for the assignment, receipt, logging, validation, tracking and resolution of relevant incidents and service requests.
* Investigate, resolve, and close 1st and 2nd Line technical hardware and software issues, liaising and co-operating with configuration management and other parts of the team as required, and advising users on appropriate action.
* Manage the life cycle of incidents and requests, prioritising incident responses and request fulfilment to ensure that all services are delivered in accordance with contractually agreed service levels and performance indicators.
* Providing EUC Hardware maintenance and IT Support
In return you will be welcomed and supported by our clients family and be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:
* Holiday entitlement of 26 days plus bank holidays
* Opportunity to progress your career across the entire group
* Pension scheme
* 24-hour support for physical and mental wellbeing
* 1 days paid volunteering day to give back to communities
* The Spotlight Awards, where our client shines a light on the brightest talent across the group
The client seeks to offer genuine potential for both personal and professional development
Benefits: pension, 26 days holidays
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