Role: IT Support Analyst
Mode: Fully on site (5 days in a week)
Type: B2B Contract
Location: Dublin, Ireland
Responsibilities:
* Respond to queries raised via a national telephone number, email, and through Service Manager
* Take ownership, troubleshoot, and seek to resolve to completion all reported IT issues
* Liaise/escalate calls to the National IT teams and Regional Managers as appropriate
* Support the management of our IT fixed assets.
* Manage software installations on endpoints using a combination of Microsoft Endpoint Configuration Manager
* and local installations, on a Windows 10 Enterprise Platform
* Assist users in access to, and use of, all relevant applications
* Configuration and maintenance of network printing and multi-function devices
* Assist the National Technology team in the deployment of new software, and resolution of any local issues relating to LAN/WAN
* Apply patches and updates as directed by National Technology
* Maintain security of the systems as defined by the Director of National Technology
* Applying the Starters/Leavers Process in conjunction with the People Team
* Provide user help/training via a variety of resources
* Promote and implement only National IT Standards as set by National Technology, and ensure they are complied with
* Provide regular on-site visits to offices as agreed with Regional Managers
* Regular updates on progress to the Regional Managers
* Identify, create, and update Knowledge Base articles, where relevant
* Support and maintenance of AV enabled meeting rooms
* Perform regular inspection of the Communications room equipment and environment
About the ideal candidate
* Excellent communication skills – particularly telephone and written
* Experience of working in a professional practice environment
* Comfortable in the provision of support in a cloud-first environment where all servers and application are
* hosted in Azure.
* The ability to assess each User's level of IT knowledge and be able to deal with or adapt assistance to match
* Familiar with the maintenance and administration of applications
* The use of a centralised helpdesk call logging environment
* A good understanding of IT/Data Security policies and procedures and reporting/escalating any non adherence.
* Good knowledge of Microsoft Office 365 is essential
* Good problem solving and diagnosis skills
* Able to prioritise and manage conflicting demands
* Familiar with wireless networks and networking
* Use of Audio/Visual equipment and installations
* Ability to work to tight deadlines.
* Have a maximum of 5 years' experience in a similar role.