Job Title:  IT Support Analyst

Scope of Role:

• Provide first-line technical support to end-users via phone, email, and in-person.

Main Duties/Responsibilities:

• Deliver IT induction sessions for new users.
• Directory, printers, telephones and photocopiers.
• Ensure SOX compliance within the IT function
• Ensure all IT procedures and processes are followed; where non-compliance is found ensure that other members of the IT team are informed so that appropriate action can be taken.
• Ensure all system data backups are performed to ensure best possible recovery.
• Imaging and deployment of new hardware to the organisation.
• Maintain an asset inventory of all hardware and software.
• Run PC audit, collating all PC configurations and software applications.
• Maintain ERP access, network access and updating security access as per security requests
• Liaise with software providers to ensure problems are solved correctly and in a timely manner.
• Administer Virtual Machines hosted on Hyper-V
• Undertake project work as identified by the IT manager

Professional Knowledge & Experience:

• Proven experience as an IT Support Analyst or in a similar role, ideally in the manufacturing sector
• Confident with Active Directory administration, and Group Policy.
• Windows Server configuration and administration (2016/2022), HyperV
• Strong knowledge of Windows operating systems.
• Knowledge of cloud services and virtualisation technologies.
• Proficiency in Microsoft Office Suite and other common software applications.
• Experience in supporting and configuring/building laptops and desktops
• Network switch installation and support, including wireless and LAN support
• Mobile phone support (mainly Apple devices)
• Record all incidents/issues via our ticketing system (ServiceNow)
• Remote access support – VPNs
• Telephony/VOIP support (MS Teams)
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on providing excellent customer service.

Education & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience with ITIL or other IT service management frameworks (desirable)
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar (desirable)