IT Support Analyst
Posted on Jul 12, 2019 by CV-Library
The IT Support Analyst is responsible for supporting all functions and features of the European IT organisation.
Key Skills & Responsibilities
Maintain the day to day operations of the IT Systems and Infrastructure relating to the European business, including both main and regional facilities.
Maximise availability of computer systems and networks throughout the European Organization
Support the implementation of IT projects as requested.
Ensure accurate logging of tickets, notes and resolutions in the IT Ticket System and that resolution is reached in a timely manner, with customer satisfaction as a primary focus.
Provide the technical Microsoft Outlook 365, Active Directory and SharePoint Administration and SAP support within the European Business
Maintain relationships and interface with external IT suppliers and service vendors
Help control IT costs and improve efficiency of IT systems within Europe.
Policies and Procedures:
Assist in ensuring compliance with the Global Cyber Security policies for the European organization
Conduct work in accordance with all IT Policies or Procedures.
Monitor security status and resolve incidents in-line with the Incident Response procedure and update where necessary
Assist in maintaining the European Disaster Recovery plans and performing tests to ensure readiness and effectiveness.
Ensure continuity of mission critical systems and data via Backup processes, month end procedures and other methods
Update and review the Risk Governance process for the European business and implement appropriate controls
Adhere to all regional documentation and procedures included in XP’s Quality systems.
Some national and international travel required
Other IT duties as required
Skills, qualifications & Experience:
Previous IT Helpdesk experience
Level 3 ICT qualification (or equivalent)
Strong communication skills including clear written and spoken English
Experience in delivering excellent customer service to internal as well as external customers
Effective problem-solving skills and attention to detail
Pro-active approach to issue escalation to achieve SLAs
Awareness of ITIL procedures or willingness to learn
Understanding and experience of using a helpdesk system (GSN/Freshservice/JIRA or equivalent)
Knowledge of OS; Windows, Mac, IOS and Android
Able to follow processes and to maintain consistency in resolution
Experience installing/supporting switches, firewalls, routers and servers desirable
EDCL, Network+ or MCP desirable
* Competitive salary
* Pension scheme (and salary sacrifice scheme to enhance optional personal contribution)
* Private healthcare (including immediate family cover)
* Life assurance (currently three times annual salary)
* Childcare vouchers (via salary sacrifice scheme)
* Annual leave allowance of 25 days in addition to UK Public Holidays
Please note: Only candidates with the relevant skills and experience will be contacted regarding this position.
If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job
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