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    IT Support Analyst - London, United Kingdom - UK Civil Service

    UK Civil Service
    UK Civil Service London, United Kingdom

    1 week ago

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    Description

    Job summary

    Forestry England () looks after more land and more trees than any other organisation in the country, shaping landscapes for people, wildlife and timber.� It�s a job that never stops growing. Forestry England is an agency of the Forestry Commission (FC).

    We have an IT user community of around 2000 people who are geographically spread and delivering a broad range of business functions covering forestry management, timber harvesting, recreation and events management, and management of visitor centres.� Excellent IT is essential to help meet our corporate targets and to develop our future we have established a new IT team to design and run the service.

    We have developed a modern service based around Cloud, working with new partners, we have modernised client-side environment, and new systems and network infrastructure.

    This role provides an ambitious and highly skilled IT technical support professional with an excellent opportunity to join our IT Service Desk team at an important time as we support our rapidly growing customer base through a period of significant IT transformation.

    Job description

    As IT Support Analyst, you will ensure colleagues across the business receive outstanding support and guidance with technical issues they may experience. As part of a small dedicated Service Desk team, you will be providing support via our ticketing system, phone, email and remotely, as well as hands on occasionally.

    Great customer service is key and this role requires someone with a strong sense of ownership, who is a strong team player, with excellent demonstratable technical support and troubleshooting skills that have been developed in an enterprise environment.

    You will be friendly, approachable, communicative, adaptable and highly organised, take ownership of issues and embrace new challenges, and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions, share ideas and contribute towards the continuous improvement of our valuable Service Desk function.

    There will also be opportunity to work on mini projects as well as playing a part in supporting various larger IT transformational project delivery.

    This post holder will ensure Forestry England achieves maximum business benefit from its IT by:

  • Troubleshooting and resolving customer IT technical support issues.
  • End-user systems administration.
  • Monitoring and managing support tickets from start to timely conclusion to required standards.
  • Setting up, configuring and deploying laptops and desktops.
  • Completing standard Service Desk tasks such as processing new staff, leaving staff, requests etc.
  • Reporting more serious technical issues to 3rd line colleagues and supporting troubleshooting and resolution.
  • Involvement with and supporting delivery of IT projects.
  • Being alert to wider issues and patterns, , a potential software issue or change that may impact on many staff.
  • Ensuring deployed software is licenced where required.
  • Undertaking some 1st line duties as required including support ticket logging and management.
  • Working with 1st and 3rd line colleagues to resolve issues and develop solutions.
  • Maintaining technical documentation and developing and maintaining written guidance as needed.
  • Receive large orders of IT Equipment, moving and storing safely into our storage in accordance with Health and safety policies

    • Person specification

    Essential:�

  • Excellent customer service skills
  • Strong written and verbal communication skills
  • Friendly, approachable and enthusiastic
  • Highly motivated, pro-active team player but also able to work very effectively autonomously.
  • Ability to work well under pressure and to deadlines.
  • Motivated with a willingness to learn and tackle challenging problems and situations. Be able to really take ownership of technical issues and challenges and manage them from start to completion.
  • Strong organisation skills, able to prioritise and proactively manage own workload effectively
  • Ensure appropriate standards and procedures are adhered to.
  • Experience working with third parties, , for repair of equipment and escalated support issues.
  • Daily checks as required within scope of role.
  • Willingness to undertake 1st line duties as required including support ticket logging.
  • Willingness to share skills, knowledge and experience, and develop alongside 1st and 3rd line colleagues.
  • Ensuring all technical documentation is kept up to date and secure. Developing and maintaining written guidance as required.
  • Undertaking where required work flow activities including managing the setup and provision of new starters and equipment, processing leaving staff, fulfilling requests, managing stock, procurement, IT equipment and software asset management.
  • Ensuring company and IT policies and procedures are followed at all times.

    • Demonstrable knowledge and experience of as many of the following as possible welcome (training will be provided where required):

  • Server-side end-user administration and troubleshooting (Active Directory)
  • Service Desk support tools such Lansweeper, Bomgar, PRTG, Mimecast, Microsoft Endpoint Manager.
  • Samsung and Apple mobile device support. MDM and mobile device management (Jamf Pro, Microsoft Endpoint Manager, Samsung Knox).
  • Client-side OS and application troubleshooting and resolution including Windows 10 & 11, 365, Office 2016, Teams, Apple device, iOS, macOS.
  • Experience of telephony end-user administration and troubleshooting such as Microsoft UC/Teams telephony.
  • Desk-side hardware deployment, break-fix and repair (Dell laptops, desktops etc). Familiarity with Teams desk phones, headsets, printers.
  • Managed printing troubleshooting (Canon MFD's and UniFLOWOnline).
  • Understanding of networking principals, such as structured cabling, patching, DHCP, DNS, TCP/IP.
  • IT security awareness, supporting team to resolve of security incidents.
  • Appropriate IT related qualifications and/or 3 years� experience working within a hands-on IT technical arena, as well as evidence of continued personal development.
  • Available to work in the Bristol office up tp 5 days per week and any arranged on call support out of hours cover where required.
  • Infrequent/occasional UK travel and overnight stays may be required from time to time

    • Behaviours

    We'll assess you against these behaviours during the selection process:

  • Delivering at Pace
  • Working Together
  • Communicating and Influencing

    • Benefits

    Alongside your salary of �29,863, Forestry Commission contributes �8,063 towards you being a member of the Civil Service Defined Benefit Pension scheme.
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A with an average employer contribution of 27%
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