IT 1st Line Support Analyst - Cambridge, United Kingdom - Alzheimer's Research UK

Description

The IT 1st Line Support Analyst will play a key role in enabling the organisation in fulfilling its goals through providing a best-in-class support service to its employees.

This role will be responsible for the delivery of initial technical support for hardware and software issues and requests, completing system upgrades, onboarding new employees, and maintaining on site AV equipment. In addition, this role will give the opportunity to support a wide range of technologies as well as working on key projects.

As the IT 1st Line Support Analyst has a critical role in supporting the needs of the business, we would be looking for the successful applicant to be in the office 4 days per week.

Main duties and responsibilities of the role:

Provide initial technical support, troubleshoot, escalate.

· Complete initial troubleshooting of all tickets raised with the IT team.

· Document troubleshooting steps and progress and/or call closure details within the ticketing system.

· Appropriately prioritise tickets based on urgency and impact.

· Feedback to wider team on ticket trends or common issues occurring.

· Escalate tickets where appropriate to 2nd Line Support.

· Basic Active Directory administration.

Maintenance and setup of meeting room equipment.

· Complete setup of IT equipment for key meetings.

· Regularly conduct checks of meeting rooms.

· Maintain documentation and "how to" guides on meeting room equipment and setup.

IT inductions and employee onboarding.

· When required, perform IT Induction for new employees.

· Process new starter tickets as per the new starter process.

· Complete setup of new starter hardware, software and user account.

General.

· Assist other members of the IT department in ticket completion and project related tasks.

· Maintain IT hardware and software inventory systems.

· Assist ARUK employees to adhere to IT policies and Security guidelines.

· Fulfil requirements of the Leaver Process.

· Complete desk moves and setup of new desks within head office.

· Maintain printer consumables and stock levels.

· Continuously develop professional knowledge and expertise, to ensure up to date knowledge is relevant to the role.

· Undertake any other relevant duties and projects delegated by the Head of IT, in line with the responsibilities of the post.

What we are looking for:

· Relevant experience in an IT related field

· Knowledge of Windows operating systems and Microsoft Office 365.

· Experience with IT support principles.

· Knowledge of Active Directory.

· Experience in providing 1st Line IT Support.

· Demonstrates initiative.

· Ability to build relationships, strong team player.

· Excellent communicator – able to build rapport and has excellent listening skills - receptive to feedback and demonstrates flexibility, curiosity, an ability to learn and prioritisation skills.

· Ability to explain complex IT information to all stakeholders.

· Has a "can-do" attitude and is committed to delivering results and strives for continuous improvement.

· Demonstrates logical thinking; innovative personality; able to see the bigger picture and short/long term vision.

· Strong ethical standards and a high level of personal integrity.

Additional Information:

Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals. This includes when attending the office for various meetings/events.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.

Salary: Circa £23,000 per annum, plus benefits

Please download the Vacancy Pack for more information.

The closing date for applications is the 23rd June 2024, with interviews likely to be held week commencing the 1st July 2024. We would encourage you to submit your application at the earliest opportunity as the closing date may be brought forward at any time. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented. Any offer of employment is however subject to you having the right to work in the UK.

As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, your CV will be anonymised as part of the selection process. Should you need any adjustments at either the application or interview stage, then please do contact us via our website.

How to apply: Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.

About Alzheimer's Research UK:

Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope.

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer's Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure.

In 2022, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises 'World Class' levels of workplace engagement and were also listed in the prestigious Best Companies lists:

• 48th in the 100 Best Large Companies to Work For in the UK.

• 19th in the 100 Best Companies to Work For in the East of England.

• 3rd in the 50 Best Companies to Work For in the Charity Sector.

In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.

In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.

In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge.

ARUK really does look after its people, where you will be able to add value and make a difference.

To view further details about working for us and the benefits we offer, please visit Alzheimer's Research UK