Main characteristics
- Location
- Colchester, Essex
- Company
- JJ Associates
- Salary
- £30000 - £35000/annum 26 days holidays, pension
- Employment type
- Permanent
- Category
- IT
Job summary
Job title: Support Services AnalystLocation: Colchester or Norwich
Basis: Hybrid working
Salary: £30-35,000 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, passionate 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.
Purpose of the Role
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 business users, escalating tickets and interacting with the Service Desk.
This role requires 3 days in the office, which can be any of our clients South East based offices but ideally we are looking for someone to be in the Colchester or Norwich office.
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:
* 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
Who we are looking for
This is an opportunity for an experienced 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:
* A knowledge and understanding of ITIL functions, principles, and processes.
* Knowledge of using:
* Active Directory and Group Policy Objects to define security requirements.
* Knowledge of SNOW asset Management tool.
* Windows system administration experience, covering Windows 10 and O365 products.
* 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 some travel to company business locations around the UK which will be required when necessary.
Applications highlighting the following experience/knowledge will be looked upon favourably:
* MS Intune
* ServiceNow
* Windows Autopilot
In return you will be welcomed and supported by the company 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 company family
* Pension scheme for when you feel its time to retire
* 24-hour support for physical and mental wellbeing
* 1 days paid volunteering day to give back to communities
* The Spotlight Awards, highlighting the brightest talent across the group
Our client offers genuine potential for both personal and professional development
Benefits: 26 days holidays, pension
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