Support Analyst Full Time

Leatherhead, Surrey
Frazer-Nash Consultancy

Job Title: Support Analyst

Salary range: £28,000 to £31,000 per annum

Location: Leatherhead

Working Pattern: We operate a hybrid working policy. This role would be based from our Leatherhead office for a minimum of 3 days per week.

Closing date for this role is 23rd August but we would encourage early applications

The Frazer-Nash Consultancy Service Desk are the internal primary contact for all Frazer-Nash staff. We take great pride in the quality and service we give our users and the business. Within the team we constantly look for ways to evolve and change how we provide support.

Responding to user communications, requests and problems you will co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users

Duties will include:

• Break/Fix resolution

• Processing and delivering routine service/change requests

• Password and user management administration

• Service level performance reporting

• Administration of the Joiners, Movers and Leavers process (Access Management)

• Escalation of issues to internal teams and managed service providers where applicable, maintaining the ownership of all incidents till the point of resolution

• Implementation and management of user governance procedures, and liaison with other departments where necessary, e.g. HR for joiners/mover/leaver procedures

• Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments

Requirements

Essential requirements and experience:

• Windows 10/11

• Microsoft Office 365

• Active directory/Azure AD

• Telecommunication trouble shooting (technical contact for escalations to WAN provider)

• General IP networking skills (DHCP, DNS, ipconfig, etc.)

• Reliable and trustworthy

• Presentable, professional appearance

• Patient, diligent and diplomatic

• Pro-active, resourceful and able to use initiative

Desirable Requirements:

• IT Framework qualification e.g. ITIL V3/4 Foundation

• Experience of working on a user facing IT Service Desk

• Excellent verbal communications skills.

• Approachable, friendly, and able to talk easily with colleagues and users

• Good prioritisation and time management, able to balance competing issues to ensure the right problems are addressed first

• Good written communication, able to quickly record details of problems and solutions as they arise.

• Can provide clear, concise written reports to other IT departments and external support when escalating issues

• Willingness to develop knowledge and learn new skills

• Diligent, organised and goal oriented, understands the importance of service level agreements and will work to achieve them

Due to the nature of the work that Frazer- Nash Consultancy undertake, candidates will be required to undergo pre-employment screening and must be able to satisfy clearance criteria for UK National Security Vetting.