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Location London (with occasional travel to Milton Keynes office).

Reporting to IT Service Delivery Manager

Band 1.2

Salary £30,620 to £33,900

Working hours Full time

Contract type/duration Permanent

The Role

The Essence of This the role of IT Support Analyst

To ensure that end users of the company receive effective and timely technical IT support for their IT needs in accordance with current policies, procedures and any predefined SLAs. the Analyst role will perform varying day-to-day operational activities per defined timelines and to a high standard.

The Analyst role will participate in the implementation of IT related strategies, policies, process and guidelines as directed by the IT Service Delivery Manager and other senior members of the IT Team.

Key Responsibilities

• Utilise the IT Service Desk system, triage and respond to user tickets and issues in a timely manner, and in accordance with the agreed business SLA
• Ensure that incidents/requests are logged, categorised, responded to and resolved in accordance with the prescribe priority matrix
• Undertake Colleague support – both remote and in office
• Administer Device Enrolment and Access Management
• On-boarding new colleagues, including setting up user accounts, computers, mobile phones and delivering the IT induction training
• Off-boarding colleagues via the off-boarding processes
• Managing colleague access to data sources and collaboration services.
• Maintain the asset register and ensure that it is always kept up to date and accurate.
• Monitor the end-point environment (profile backup status, anti-virus , updates and security vulnerabilities) and ensure IT Security Policy compliance.
• Respond to, and escalate appropriately any outages, threats or potential vulnerabilities to the appropriate Infrastructure or Cyber Security escalation point.
• Contribute to the development of the whole IT Service Delivery function and wider IT environment
• Undertake any other reasonable duties to support the Catapult in achieving its strategic outcomes and ensure effective business operations

Requirements

Required skills and experience

• Experience in Microsoft Windows Desktop Operating System. MacOS is desirable.
• Experience with laptop and mobile phone device builds and the deployment of software
• Experience in Microsoft MS365 suite of products Office365, SharePoint and Teams
• Experience administering user accounts via MS Active Directory and Azure AD
• Experience of various user endpoint management toolsets – MDM controlled laptops and mobile devices
• Experience with Audio Visual equipment and running Video Conferences and Events with internal and external attendees
• An understanding of Microsoft cloud services such as Azure
• Understanding of different Network technologies/services including, DHCP, DNS, Routing, client VPN

Desirable skills/knowledge/experience

• Experience with Manage Engine Service Desk Plus would be beneficial.
• Familiar with Windows Intune and SCCM.
• Familiar with Zoom conferencing service (Zoom Meeting, Zoom Rooms and Zoom Webinars).
• Familiar with Sophos end-point protection (anti-virus, encryption) and Windows Bitlocker;
• Familiar with Mimecast administration.

Education

• A degree in computing/computer science or a technology discipline (Relevant experience can compensate the degree).
• An ITIL (Information Technology Infrastructure Library) or similar professional qualification is desirable.

Personal attributes

• Be able to multitask, work under pressure, take initiative, and acquire and apply technical skills as necessary.
• Can quickly understand complex problems and devise effective solutions.
• Complete assigned work to set deadlines.
• Excellent communication and interpersonal skills.
• Adopt a pro-active approach to incident and problem management.
• Be able to support and promote changes within the organisation.
• Be able to think clearly and rationally about what to do and be prepared to challenge the norm.
• Develop and make use of collaborative relationships
• Take ownership of own learning and strive to develop own knowledge and capabilities to support organisational success
• Be able to see how an individual and their assigned tasks fit into CPC’s organisational objectives and strategy.

Employment here is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, colour, religion, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make all reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

Benefits

Holiday entitlement – 25 days holiday entitlement for everyone (pro-rata if part time) plus a shutdown at Christmas (approx 3 extra days off)

Pension Scheme – We offer a competitive pension plan, helping you save for your future

Volunteering – Whether you’re looking to clean up a beach, are a school governor or charity trustee, want to support a local charitable event or use your skills and experience as part of a mentoring scheme for SMEs we are here to support you with two paid days of volunteering leave per year (pro-rata if part time)

Payroll Giving – Our Payroll Giving Scheme with GiveAll, is a flexible option which allows anyone who pays UK income tax to give back to their charity of choice on a regular basis from your pre-tax income – helping your money go further to those who need it the most

Employee Assistance Programme (EAP) – Provided by Health Assured, our EAP offers 24/7 confidential work/life support services to you and your immediate family members

Cycle to Work Scheme – We love to cycle and as well as bike racks and showers at our two office locations, you can spread the cost of a new bike over a 12 or 18 month period, through payroll deductions

Cash Health Plan – We’ve teamed up with Westfield to offer you a range of generous health and wellbeing cash plans. This benefit allows you to be reimbursed for a wide range of both essential and everyday healthcare expense

Tech Loans – As an innovative, early adopter and future thinker, you’ll want the latest gadgets, so you have the option of buying any IT equipment and repaying it through payroll deductions

Discounts and Offers – To provide you with a range of offers from a wide variety of retailers

Keeping all our colleagues safe is our first priority, especially during the COVID-19 Pandemic. We are back in our offices and all staff will have a working week both in the office and days at home as part of our Hybrid working model.

Employment here is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, colour, religion, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make all reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.