Job description
Job Title: Technical Services Analyst
Location: London - near city Thameslink Station (full time onsite, 5 days per week)
Contract Type: Permanent
About the Role:
We are seeking an enthusiastic and dedicated IT Support Technician to join a dynamic Technical Services Team. As a key member of their team, you will play a pivotal role in providing exceptional IT support to our staff across various sites, both locally and internationally. This is an exciting opportunity to be involved in the continuous improvement of IT services while supporting business-critical IT infrastructure.
Key Responsibilities:
- IT Support: Provide first and second-line IT support to staff, ensuring all IT support queries are logged, prioritized, and resolved according to agreed SLAs.
- Collaboration: Work closely with the Infrastructure, Development, and Application Support Teams, as well as third-party service providers, to deliver seamless IT services.
- System Administration: Administer systems such as Active Directory, mobile device management, and the Avaya telephone system.
- Compliance & Policies: Adhere to company policies, processes, and procedures, ensuring compliance with ISO:27001, ISO:22301, ISO:9001, and PCI standards.
- Knowledge Management: Promote knowledge sharing and ensure all documentation is kept up-to-date, capturing changes and updates.
- Asset Management: Ensure the asset management system is accurate and up-to-date, recording all assets appropriately.
- User Lifecycle Management: Manage new starter, staff change, and leaver processes in accordance with lifecycle procedures.
- Operational Checks: Perform regular operational checks to maintain maximum system availability, ensuring minimal downtime.
- IT Infrastructure Enhancements: Participate in continual improvements of the IT infrastructure, providing innovative and robust solutions.
- Support & Documentation: Assist with home installs, support at remote/client sites, and develop self-help guides and documentation for the IT portal.
Technical Skills & Experience:
- Windows 10/11
- Enterprise Telephony Systems (Avaya)
- Active Directory & Azure AD Administration
- Microsoft Exchange, Office 365, Teams, SharePoint, OneDrive
- Remote Desktop Services / Virtual Desktops
- Windows Server 2012-2019
- Familiarity with ITIL processes (Incident, Problem, Change Management)
- Desktop/Laptop builds using imaging tools / Autopilot
Desirable Skills & Exposure:
- ServiceNow, ITSM experience
- Microsoft Azure
- Mobile Device Management (MDM)
- Email and Web Security Gateways
- GDS Systems (Sabre / Amadeus)
- VPN and MFA experience
- Printer and AV/Meeting Room Management
