it support analyst Swindon, Wiltshire, South West England, England
Job description
We have a fantastic opportunity to join our dedicated IT team here at Oak Furnitureland in our Head Office in Swindon.
If you’re looking for a Helpdesk role where you can influence, play a part in shaping processes and really make a difference then look no further.
Our IT department is constantly evolving and in IT we follow our Business Strategy, where we put our customers at the heart of everything we do. You’ll therefore need to be able to take ownership of situations, be pro-active and a strong communicator.
As a 2nd line support Engineer, you will be required to troubleshoot and resolve incidents/tickets in a timely manner and to the highest quality, conduct Root Cause Analysis so that we can improve our service to our colleagues. You will support both at head office and showrooms via telephone and remote desktop. Whilst a mixture of office and home working, you will be the first point of contact for IT support issues.
You will be responsible for installing, configuring, and supporting Desktops, Phones and Printers. The role is primarily based at head office, 4 out 5 days per week, with 1 day working from home. Half day Saturday morning support is required on a shift pattern approximately 1 in 4, whereby TOIL(time off in lieu) will be accrued.
Key Responsibilities
Responding to issues via the phone, email, call-logging system, and monitoring system
Logging and debriefing incidents, performing root cause analysis
Take ownership of incidents and manage them in a logical and methodical manner
Finding effective solutions whilst maintaining an impeccable customer service record
Carrying out daily checks, reporting and resolving issues
Assembling, provisioning, and repairing hardware, such as desktops, and laptops
Installing desktops, phones, printers, and other IT equipment
Working as part of a dynamic team to ensure high standards of support and user satisfaction
Supporting showrooms & depots nationwide
Skills and Experience
Experience in a similar IT support tech role
First class troubleshooting skills
Strong communication skills, authentic, engaging, and able to communicate with people of all levels
Confident and comfortable at problem solving and finding viable solutions
Experience of installing and administering the following:
MS Windows Server / AD
MS Windows 10
MS Office 365 / Endpoint manager
Dell server and desktop hardware
Cat5e/Cat6 cabling and termination
IP networking
IP Phones
Switches and routers
Printers
A Full clean driving license
Benefits
Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
Life assurance: free cover of a minimum of two times your annual salary
28 days holiday (including bank holidays)
Birthday: an additional day off for you to celebrate your birthday
Pension: 4% employee contribution matched by the company
Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
Free on-site parking
