Job description

IT SUPPORT ANALYST - PERMANENT - CHELMSFORD
Fantastic opportunity to join a market leading Insurance Underwriter, specialising in Commercial Motor for the UK and Ireland, as an IT Support Analyst. You will be joining a business where employees and customers are always at the core of their values and practices, where you will be offered excellent opportunities to develop and progress your career, alongside a competitive salary and benefits package.
Job Description
This role will be providing frontline support to internal users and assisting on various IT projects. The role will cover on premise support for Head Office and remote support to our satellite offices. You will be required to support all incoming incidents and requests, ensuring these are logged and progressed in accordance with guidelines and procedures. You will be supported daily but must be able to work on your own initiative, along with strong communication skills and must be highly user focused.

Key Accountabilities/Deliverables

• Provide technical support to staff and maintaining a record of IT requests
• Troubleshoot areas of poor performance in order to identify effective solutions to resolve issues
• Keep users informed of the ticket lifecycle - Manage the user's expectations
• Deliver an efficient service ensuring that user satisfaction is kept at a high level
• Troubleshoot and resolve Incidents across the full range of systems, applications, and technologies at first contact via remote systems access or by providing deskside user guidance
• Proactive management of service desk queues, managing unassigned tickets and continuous updating of work information
• Facilitate and support internal office moves (IT equipment only) and new user set-ups
• Cabling and network patch management
• Stock and asset control
• Assist in various application and infrastructure projects
• Identify IT security vulnerabilities
• Occasional travel to offices within the UK.

Technical Knowledge

• Corporate infrastructure knowledge
• Bespoke and standard software packages
• Windows Server 2012 RDS, Microsoft Office 2010/2016/365
• Computer & User Management in Active Directory
• Apple products; Laptops, iPads, iPhones
• VOIP systems knowledge
• BMC Service Desk software (or similar)
• New user PC and Laptop hardware set up and configuration
• Maintenance of hardware including liaison with third party suppliers/contractors
• Managing of MFD printers.

Skills/other

• Experience within a financial organization desirable
• Experience of working within an ITIL framework
• Highly user focused
• Experience in executive/VIP support
• Excellent organisational and time management skills
• Ability to prioritise and manage own workload
• Understand the demands of a deadline-driven, top-tier professional company and how the IT team should function to support it
• Self-motivated achiever who gains satisfaction from providing excellent user service
• Excellent verbal and written communication and listening skills
• Create positive working relationships throughout the organisation
• Able to work using own initiative
• Able to work in a team
• Able to work under pressure
• Excellent communication and inter-personal skills.