Technical Support Analyst
O'Neill Patient Solicitors
- Stockport, Greater Manchester
- Permanent
- Full-time
- Be a friendly and helpful point of contact for all IT issues
- Dive into technical challenges to fix network, software, and hardware problems
- Play a key role in projects, keeping our systems running smoothly
- Collaborate with colleagues and empower users with your tech expertise
- Shape the future of our IT department by providing valuable insights
- Serve as a primary contact for all IT support issues.
- Offer first and second-level desktop technical support to our team members, including troubleshooting and maintenance, either in-person or remotely.
- Manage and resolve incidents involving networks, printers, computers, and phones from start to finish.
- Escalate complex issues to third-party providers or the Infrastructure Manager and see them through to resolution.
- Handle the creation and management of user accounts and the setup of necessary equipment.
- Keep track of our IT assets and handle equipment orders based on company needs, with approval from the IT Head.
- Contribute to IT projects as assigned by the Infrastructure Manager or CTO, ensuring all activities are logged and stakeholders are updated on progress.
- Participate in planning and executing technical support projects from beginning to end.
- Follow and enforce IT department policies and procedures, maintaining a clean and safe working environment.
- Support the IT team and our users by offering advice and help when needed.
- Work on improving IT procedures related to desktop support.
- Ensure all work meets agreed service levels and company policies.
- Be ready to take on additional tasks as the business requires.
- Previous experience of working in a customer service environment.
- Previous experience of 1st and 2nd line desktop technical support.
- Knowledge of systems and IT hardware (PC's, Printers, Scanners) and software.
- Robust analytical approach to all technical problems and methodical problem-solving skills.
- Knowledge of Information Technology and the ability to quickly learn new systems and procedures.
- Practical experience of following and applying system security, information governance and IT policies and ensuring users adhere to these.
- Previous experience of using Service Desk software.
- Excellent communicator with strong verbal & written skills. • Enthusiastic team-player who is able to work on own initiative.
- Willingness to learn and develop.