IT Support Analyst

The role-holder will report to the IT Service Delivery Manager ensuring that IT systems are well maintained and supportable. We operate within an ITIL framework supporting and managing change of our Enterprise IT infrastructure and our IT assets accordingly., We are seeking to employ an IT Support Analyst who will provide on-site IT services at We are seeking to employ an IT Support Analyst who will provide on-site IT services at Bigham's Quarry office, Wells, Somerset (remote IT support cover for London when required) to ensure that we are delivering a great IT service. This will involve ensuring that all logged calls, service requests, change requests, hardware requests are completed by you and meeting the contracted SLA's. The role holder will also need to use Service Desk incident management tools to actively complete, respond and resolve Bigham's IT assigned tickets, interact with key business partners and vendors The successful candidate will enhance our Microsoft 365, Microsoft In-tune, Microsoft Auto-Pilot and associated Microsoft client management capabilities within the team whilst ensuring that the ServiceDesk is maintained through prioritisation and management of phone calls, logged calls & emails via our cloud-based ticketing
system.

The role-holder will also be a key member in delivering this great IT support service to Bighams & ByRuby. You will be a key resource in supporting the team with the management of our 500 Microsoft 365 In-Tune connected devices which include laptops, desktops, mobile phones and tablets.

Our aim is to provide world class IT Service and support for the business and you, and the team will enable this. You will also be responsible for reducing logged calls via problem management. You will need to identify opportunities to reduce calls effectively. You will need to manage problems through root cause resolution, and this will require you to effectively communicate with key Bighams stakeholders and contracted third party vendors.

Monday - Friday - 0830-5.00 (On call rota 24/7 one week in four)
Main Responsibilities

• Effective, proactive Time management of your calls and tickets ensuring you are meeting your SLA's.


• Identify opportunities to reduce calls effectively and manage problems through to resolution.


• Answer ServiceDesk calls and log information in the service desk software and issue the customer their call reference.


• Provide updates to customers on all logged calls and review outstanding calls within the call logging system.


• Collective teamwork with other IT members to ensure calls don't fail contracted SLA.


• Actively document and share resolution information via the shared knowledge base.


• Proactively speak to other members of the IT team to increase knowledge and to allow escalation of logged calls to ensure that SLA's are adhered to.


• Proactive monitoring and implementing service improvements to prevent / reduce incidents and problems. This also includes informing other members within the IT team where noted improvements can be made which need further technical resources or support.


• Be an active member of the Change Advisory Board to ensure IT change is correctly logged, discussed, and documented.


• End-to-end provision of service - Understanding the Business processes and interfaces between the applications supported and infrastructure.


• Knowledge transfer within the area for effective provision of the service.


• Adherence to Bighams Standards, processes and policies for Service and Delivery.


• Provide technical advice and guidance on system knowledge area to other team members where on-going experience is gained through helpdesk resolutions.


• Maintain statutory legislative knowledge where appropriate.


• Escalation of serious issues to technical team members and/or your manager where necessary.


• Purchasing of IT equipment for Bighams to ensure that IT can track what is required and what has been ordered. Keep up to date records of this information to ensure that the Supply Chain is effectively managed.


• Maintaining and managing print fleet and consumables with the support of our third party managed print solution third party.


• Administer requests including and not exclusively; password resets, creating active directory accounts, setting up IT hardware including new starters / requests, reinstallation of approved software, supporting remote workers via TeamViewer and network patching.


• Training business users on Microsoft365 products to ensure we are leveraging the most from our Microsoft licensing.


• Supporting business and IT projects with technical resources in conjunction with support from your line manager.
  
  Essential:


• Problem management and problem resolution.


• Understanding the basics of how IT call logging software works.


• Strong experience with Microsoft 365 technology


• Experience of liaising with external partners


• Experience of delivering under pressure and reacting positively to change.


• Good communication skills


• Good problem solving and diagnosis.


• Able to work with minimal supervision.


• 2-4 years of working on a busy IT ServiceDesk.


• 2-4-years' experience managing and building enterprise client devices.


• ITIL foundation level certification or equivalent.


Desirable:

• Strong fundamental knowledge of Microsoft Azure.


• Demonstrated experience of Aruba Switch configuration and support.


• Experience with Microsoft SQL Server 2016 -2019.


• Experience with configuring and administering Microsoft SharePoint online.


• Microsoft Power Platform experience - PowerBI, Powerapps & Powerautomate.


Personal Qualities:

• Able to quickly understand, diagnose and, if needed, assist users with infrastructure related issues


• Excellent analysis, problem management and interpersonal skills


• Self-motivated and able to own and manage workload with minimal supervision - a proven self-starter.


• Able to demonstrate a structured approach to work as well as being able to work well in team environment and deal with people professionally at all levels.


• Is used to working in a high workload environment and can readily prioritise issues and escalate if required.


• The successful candidate needs to be personable, helpful, engaged with a "can do" attitude.
  
  Bighams operates 24/7 providing vital service to our customers. IT is central to the success of the business and the team supports the infrastructure and services vital to its operation. Due to internal promotion this position has become available for the right candidate. We are embarking on a period of exciting change and this role will be a key appointment in its delivery.