IT Colleague Support Analyst

• Provide on-site IT hardware support
• Provide remote IT hardware support
• Ensure a support ticket is logged for every interaction
• Ensure all calls are handled in line with agreed business SLA's
• Resource the Care Bar on a daily basis
• Provide floor walking at times of change
• ISO27001 7 Day update compliance
• Handle confidential information in line with the firm's data security protocols
• Assist Infrastructure as and when required for site based support
• Ensure accessible and visible
• Suggest improvements to New Starter Welcome pack
• Contribute to and evidence contribution to the Knowledge Base
• Site Bible documentation
• Identify and log Problem tickets for Team Leader review
• Change Management
• Proactively log a support ticket for any interaction where a user has failed to log one
• Support the location Reception teams with regular training sessions
• Responsible for ensuring site desks are fully equipped
• Identify opportunities to improve processes
• Ensure AV user guides are created and maintained
• Ensure proactive checks are undertaken of all IT technologies in meeting rooms
• Identify user training need trends
• Take individual responsibility for adhering to and identifying improvements to support processes and documentation
• Ensure compliance with and drive 4 year asset management lifecycle requirements
• Ensure all assets are managed in line with ISO27001
• Mobile device management
• Laptop device management
• Peripherals device management
• Ensure IT stock areas are kept tidy
• Manage and maintain stock levels within the location
• On resolution of tickets, review content
• Promote new technologies and processes throughout the location
• administer & manage the users identified in the latest “IT Get Well plans”
• co-ordinate and facilitate moves around the office
• Keep abreast of new technologies and IT Colleague Support changes/developments

• In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals
• Knowledge of operating systems, office software, enterprise software, and server systems
• Excellent problem-solving skills
• Excellent interpersonal and communication skills
• Good technical knowledge of Windows Operating Systems and Microsoft Office applications
• Experience of supporting and tuning Laptops and other mobile devices
• Effective & confident communicator
• Ability to follow processes & guidelines

Listening and patience

Flexible working with our Flex Forward scheme