IT Service Desk Support Analyst / 1st / 2nd Line IT Technician

Job Title: IT Service Desk Support Analyst

Location: High Wycombe

Salary: Competitive

With over 30 years` experience and a genuine passion for sleep, the company is Britain`s leading bed specialist, providing customers with everything they need for a great night`s sleep.

They're currently looking for an IT Service Desk Support Analyst to provide 1st and 2nd line support on IT and Telephony Systems across the business and to ensure the business systems are available at all key times.

Key Responsibilities:

• A professional service is supplied to our users through effective call / problem management.
• An up-to-date knowledge of core / related systems, software peripherals and communications technologies that are, or may be used within the UK systems infrastructure.
• The security (PCI compliance) of working areas, equipment and data, are maintained at all times.
• A level of technical expertise in the running of the specified systems and demonstrate a systematic, disciplined and analytical approach to problem solving.
• Participate in the prevailing shift and on-call schedule including evenings, weekends and Bank Holidays.
• All calls are logged, acknowledged and resolved in an efficient manner ensuring customers are constantly updated.
• All agreed daily maintenance tasks, which allow the smooth running of systems and prevent problems occurring, are performed.
• Daily/weekly checklists are completed correctly and any issues are escalated through your line manager.

Principal Skills & Attributes Required:

• Good understanding of the networking infrastructure within a multi-site environment to including knowledge of TCP/IP, network routing, firewalls, routers and switches (Cisco).
• Have experience in administering and maintaining voice systems (AVAYA) with the ability to administer call flows, vectors, call loggers and recording systems within a call centre environment.
• Knowledge of Microsoft servers, Active Directory, MS Exchange and VPN connectivity.
• Good working knowledge of the PC desktop environment running MS OS and Office applications, alongside other software such as Navision ERP and Intranet clients.
• Possess the ability to recognise, monitor and review problems quickly and efficiently and demonstrate customer focus and self-initiative.
• Ability to quickly learn new applications and business procedures and be able to document these in an efficient manner.
• Ability to provide application support for all the various IT systems and applications.

To Apply please click on the APPLY button and CHECK YOUR EMAILS for the link to the application portal.

Candidates with the experience or relevant job titles of: Microsoft Windows Server 2008/2012/SBS, Exchange 2007/10/13, Microsoft Office 2007-2016/365, Windows 7/8/10, VMware, Virtualisation, SAN, Microsoft SQL 2005-2014, LAN/WAN/IPSec/MPLS, Printers, IT Analyst, IT Lead, IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, 1st Line Support, IT Manager, 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line IT Support, Desktop Support, 1st Line Support Engineer, 1st Line Support, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk, IT Systems Engineer, IT Systems Technician, IT Systems Support will also be considered for this role.