Support Services Analyst - ARDTR851982 - South East

Purpose of the Role

This exciting Support Services Analyst opportunity has arisen to join our IT team to handle all day-to-day IT issues and queries from our business users, escalating tickets and interacting with the Service Desk.

What you will do

This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all of the following and more

• Identify situations requiring urgent attention and escalate via appropriate channels.
• Provide exceptional customer service, accurate communication with timely updates as required to all business users with IT issues and queries.
• Build positive client relationships through exceptional service, tenacity, and the willingness to do the right thing.
• Take responsibility for and co-ordinate escalated tickets with other team members.

• Interact with Service Desk for the assignment, receipt, logging, validation, tracking and resolution of relevant incidents and service requests.
• Investigate, resolve, and close 1st and 2nd Line technical hardware and software issues, liaising and co-operating with configuration management and other parts of the team as required, and advising users on appropriate action.
• Manage the life cycle of incidents and requests, prioritising incident responses and request fulfilment to ensure that all services are delivered in accordance with contractually agreed service levels and performance indicators.
• Providing EUC Hardware maintenance and IT Support

Who we are looking for

This is an opportunity for an experienced IT Support Services Analyst who is willing to work as part of a team and manage stakeholders at all levels. We are looking for someone who has:

• A knowledge and understanding of ITIL functions, principles, and processes.

• Knowledge of using:

• Active Directory and Group Policy Objects to define security requirements.
• Knowledge of SNOW asset Management tool.
• Windows system administration experience, covering Windows 10 and O365 products.
• Apple iOS experience.

• Problem analysis and resolution experience in a secure environment.

• Excellent verbal and written communication skills.

• Excellent problem-solving skills using logical steps.

• A willingness to work out of hours on occasion.

• The ability to undertake some travel to Ardonagh Advisory business locations around the UK which will be required when necessary.

We will look upon your application favourably if you also have knowledge of:

• MS Intune

• ServiceNow

• Windows Autopilot

In return you will be welcomed and supported by our Ardonagh family and be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

• Holiday entitlement of 26 days plus bank holidays
• Opportunity to progress your career across the entire Ardonagh family
• Pension scheme for when you feel it’s time to retire
• 24-hour support for physical and mental wellbeing
• 1 days paid volunteering day to give back to our communities
• The Spotlight Awards, where we shine a light on the brightest talent across our group

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for? Apply today and one of our team will be in touch.

If your application is successful, we will conduct relevant employment checks prior to you beginning employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No agencies please

Why not check us out on LinkedIn to find out what life’s really like at Ardonagh.

The Ardonagh Group is one of the UK’s largest independent brokers with over 9000 dedicated and passionate professionals across the country, and worldwide, facing and dealing with our clients’ challenges, offering an enviable range of products, services and solutions to their clients. We are progressive, passionate and proud of the work we do, across all sectors of the business. Therefore, we need highly capable people to join our team to make this a reality!

So if this sounds like you, and you are looking for a new challenge where you can learn and develop your career, then this could be a great opportunity for you.

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