technical support Bromley, England
Job description
IT Support Analyst – based in Bromley, Kent.
2x IT Support “Desk” Analysts. They are new positions within the team.
They will be doing the 1st/2nd line role, they are trying to move away from the “1st line” job title. The team all do far more than a basic 1st line role here. Good English literacy is a must. Need to type on a keyboard too.
We have a growing team and the guys all get on with each other.
An exciting opportunity for an IT Support Analyst to join our IT Department and support over 3000 users and work collaboratively as part of a wider team.
We are continuing growth within the department and organisation. You would be joining at a pivotal time, while we embark upon our digital transformation program. The goal is for our Operations, Care, Quality & Central Services systems to work seamlessly together to support all users and ultimately allow us to operate in a highly effective business.
What you can expect:
- Salary: up to 28k depending on experience
- Full time role working from Monday - Friday, based at our Head Office in Bromley.
- A full driving license is required for this role
Main Responsibilities:
- Log incoming support requests from end users via telephone in a courteous manner
- Monitor and handle the ticket queue for incoming requests
- Prioritise and schedule problems. Escalate problems (when required) to the IT Support Manager
- Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Build rapport and elicit problem details from customers
- Apply diagnostic utilities to aid troubleshooting
- Access knowledge bases, and FAQ’s on the Extranet / Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organisation
- Perform post-resolution follow-ups to support requests
- Setting up new user profile accounts and disabling them when they leave
- Hardware installation (e.g. additional memory, or monitors, mice, keyboards, printers and consumables within head office)
- Support to resolution our suite of applications Windows 10/11
MS365
Intune
Soti – Mobicontrol MDM or similar Android and IOS mobile devices (900+)
Skills and experience:
- 1 year+ in an IT Support role
- Have an active interest and keep skills up to date on Windows 10/11, O365 etc
- Have a strong customer facing skillset and approachable personality to build rapport with our user base and other team members
- Coordinate professional and timely responses to IT issues and requests acting as 1st tier support by using initiative to provide business solutions, ensuring effective communication of status and progress to all employees in line with agreed SLA's
- Active Directory User management
- Microsoft Windows 10,11
- Handheld Device Support – iPhone and Android
- VOIP telephony Support
What we offer in return for your hard work:
- 25 Days holiday excluding bank holidays
- Comprehensive induction programme
- Free learning and development
- Working within a great, friendly team and organisation
- Regular team lunches and company days out
- The opportunity to enhance your existing skills and learn many new ones
Job Types: Full-time, Permanent
Salary: £25,000.00-£27,000.00 per year
Benefits:
- On-site parking
Schedule:
- Monday to Friday
- No weekends
Work Location: In person
Reference ID: MH/BREXC
About Vertex IT Solutions
CEO: Tony Cook
Revenue: Less than $1 million (USD)
Size: 1 to 50 Employees
Type: Company - Private
Website: www.vertex-it-solutions.com
Year Founded: 2000
