Job description

First-line and second-line Support Analyst - London, south-east England

Overview:
This is an exceptional opportunity for a self-motivated Support Analyst with strong experience working within a service-orientated Service Desk environment with a solid understanding of Windows and cloud platforms. The job-holder will be responsible for working within the Service Desk team, managing day to day support issues, but with the aptitude and responsibility to assist the team in more complex incidents and problems.
The role will involve on-site working and so the job-holder needs to be able to be flexible about travelling to sites in London and elsewhere in the south-east (a driving licence will there be very helpful). There is also the possibility of over-time/on-call working as part of this role.

The key responsibilities of the role include:

First and second line IT Support (helpdesk, remote and deskside)
User administration within the following environments:
Desktop Central
Office 365
Windows 10
Exchange
Cloud based security products
Provide exceptional Service Support and Customer Service to the business, via remote and deskside support, email and telephone
Provide solution(s)/work around(s) to Incidents and Problems
Create, manage and evolve Polices, Processes and Procedures
Create, manage and transfer knowledge
Work to SLA thresholds for incidents, requests and problems
Prioritising and Managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously
Systems & Performance monitoring
Trend Analysis and Problem management
Establishing and maintaining excellent working relationships with the Business and 3rd party's
Review of Services, Application delivery, Patching and Anti-Virus
Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to Arqit.
Work with a variety of Business and Technical teams to enhance service
Supporting Users on both hardware and Software applications
Desktop \ Laptop Builds

What we're looking for:
The ideal candidate will have a very high level of Customer Service experience, preferably be Microsoft-certified and have spent a minimum of 2 years specialising in supporting Windows platforms, desktop and infrastructure.

Active Directory user and computer administration
Windows administration
Windows Server 2019 server administration
Exchange 365 mailbox administration
Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve
Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution
Exceptional Customer Service skills
Proven experience working within IT service delivery
Excellent troubleshooting and problem solving skills
Excellent ability to transfer knowledge within a team
Endpoint encryption administration
General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
Able to work in the UK and to obtain UK security clearance are both essential