IT Support Analyst
FDM is the market leader in the Recruit, Train and Deploy industry. We recruit and train graduates, ex-forces personnel and returners to work, transforming them into IT and business professionals before deploying them across our client base. We work in partnership with our clients to fill their specialty skills gaps, building a diverse pipeline of talent for the future. With centres across Europe, North America and APAC, FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning FTSE 250 employer.
You will work within a global team of support analysts who are the first point of contact for all IT support issues and projects - playing a crucial role in supporting FDM's infrastructure and thus BAU across the globe but mainly the EMEA region currently consisting of 5 sites.
Duties and Responsibilities
Provide 1st/2nd Line support both remotely and onsite within the EMEA region
Provide cover for other region out of hours.
Establish, build and grow relationships with internal FDM staff through effective communication, consistency and the provision of a highly professional service.
Ensure work is carried out in line with FDM policies and practices
Liaise with 3rd party providers/suppliers as required.
Procure IT hardware and software in accordance with FDM procurement processes
Ensure IT assets are managed and audited
Carry out regular field visits to other sites, and any new sites being established; be it temporary or permanent
Good Customer service skills
Excellent analytical skills and organisational skills
Strong team working skills
Experience in a similar role and passion for IT
Problem solving/troubleshooting ability - crucial in this role
Exceptional attention to detail and able to work with a high level of accuracy
Adaptable, flexible and willing to dedicate time outside of normal business hours when needed
Experience of working in ticket-based environment such as Zendesk/Service Now.
Ability to communicate effectively both verbally and in written format with professional language
Good time and workload management skills specifically with the ability to prioritize, work to SLAs and take responsibility for own work
Experience of the following technologies:
o Exchange and Active Directory
o Group Policy Management
o Avaya IP Office Telephony (Basic Admin)
o Windows Server OS
o Office 365 administration
o Firewall and Proxies - (knowledge)
Desirable Criteria (not essential)
1-2 years of experience in a similar role
Experience in supporting 500+ seats.
Android/Apple IOS experience
Firewall and Proxies - Admin Tasks Additional languages
Mac OS experience
Mobile Device Management
Meraki Wi-Fi administration
FDM Group is committed to equal opportunities and welcomes applications that reflect the diversity of our wider community.