- Provide 1st line support in line with agreed SLAs to local and remote users and systems.
- Ensure all open IT incidents are progressed by the IT team and updates are communicated with the end user.
- Respond to any proactive monitoring alerts ensuring appropriate incidents are logged and escalated.
- Maintain dialog with customer through life of Incident/Request tickets.
- Following escalation procedures for tickets.
- Work with other IT team members on escalated jobs.
- Support with user and equipment provisioning and deprovisioning.
- User account maintenance.
- End user support - Laptops, desktops, other office equipment, mobile devices and associated applications.
- End user support - Cloud technologies - Office 365, Druva, Gamma Horizon and Mimecast plus others.
- Support with EPOS systems – Tills, PDQs & associated technologies.
- Working with other 3rd party support
- Any other ad hoc duties as required
- Flexible with working hours ( hours between Mon-Sun 8-8 on a rota basis)
- Experience of and supporting Microsoft operating systems and technologies
- Strong troubleshooting and analytical thinking
- Comfortable working to SLA's, KPI's and metrics
- ITIL knowledge is beneficial
- End user support – Laptops, desktops, mobile devices and associated applications
- Retail / Hospitality (FMCG) experience highly desirable
- Exposure to other technologies including: Microsoft 365, Microsoft Azure & Windows Server, Cisco Meraki & EPOS systems
- Salary based on experience
- 33 days annual leave inc bank holidays
- Private medical health care
- Group personal pension plan
- Life assurance
- 30% off dining and beer
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IT Help Desk Analyst - Bedford, United Kingdom - Wells & Co
Description
Wells & Co - A new brewery,aggressive pub growth plans, a well-established Pub Partner estate, English pubsin France and 140+ years of history In a nutshell, a really exciting time tojoin us.
To support our excitingadventure and growth plans we are looking for an IT Helpdesk Analyst to provide1st Line IT support for head office and managed house employees and systems inthe UK and abroad.
The Role:
The IT Helpdesk Analyst will bethe first point of contact for all IT issues across the business as such no twodays are the same. Working closely with the wider IT Department to resolveincidents and requests. Support will be a mixture on remote connectivity andoccasional physical travel.
What we are looking for:
In a nutshell, an optimistic ITprofessional who is early in their IT career and looking to continue theirexperience with an evolving local business
In return you will receive:
If you think you tick all theboxes, we'd love to hear from you
