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IT Support Analyst

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Job Description

IT Support Analyst – Aylesbury

Opportunity for an IT Support Analyst / Service Desk Engineer to join a well-known public transport organisation undergoing significant technology transformation. A reputable, complex organisation with numerous sites, providing services to hundreds-of-thousands across the country. You'll be joining at a particularly exciting time for the business, in the final stages of a separation from its parent organisation, insourcing Information Technology services.

This is an excellent opportunity for a Service Desk Engineer or IT Support Analyst to progress their career, as earlier joiners in a newly formed IT Department, built on ITIL practices. You will have the opportunity to support many projects in the transformation of IT infrastructure, systems, service models etc; including full shift to cloud infrastructure (Elastic Computing), major WAN upgrade (SDWAN) and an extensive pipeline of projects/change to applications and systems across the breadth of the business.

As an IT Support Analyst you will be required to work within a small, highly capable team, responsible for providing technical support to a variety of different end-users whilst maintaining exceptional levels of customer service and keeping in line with SLA's. You will have the support of an experienced 3rd line Infrastructure team and various third-party vendors and Service providers as escalation points.

The role requires a motivated, self-starting individual. This is a fantastic opportunity for an individual looking to take the next step and progress with a rapidly developing company.

Role responsibilities:

Provide technical IT support – covering multiple issues spanning all end-user-computing, infrastructure, business systems, telephony etc
Support projects as required
Ensuring that issues are being resolved in accordance to SLA's and service excellence is upheld
Collaborate with 3rdparties when required, ensuring all problems are dealt with swiftly
Receive and manage calls from internal staff via telephone, email and web portal when required
Take ownership of user problems, follow up the status of problems on behalf of the user and communicate progress in a timely manner and escalate when necessary

Required skills and experience:

Previous experience working in as an IT support analyst / engineer or Service Desk Analyst / Engineer
Experience supporting Microsoft Windows Server based Infrastructure
Experience with Windows 10, Office 365 and Active Directory
Citrix experience would be beneficial (basic level – shutting down sessions, assigning users etc), although not a requirement.
Basic networking knowledge (DHCP, DNS, TCP/IP)
Printer management and support
Setup and administration of endpoints (laptops, desktops, mobile phones, tablets)
Possess a positive can-do attitude and be able to communicate with users of all different technical levels
Experience with Mobile Device Management (MDM) tools, Azure AD and SharePoint are desirable but not essential
ITIL knowledge.

Salary up to £35,000

The role offers excellent benefits, including free travel, 25 days leave (+bank holidays), and a top pension

Job Summary

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Aylesbury, Buckinghamshire Location
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