IT Operations Analyst 1

Overall Purpose of the Job To answer, resolve and/or escalate all calls routed through the Groups Help Desk system, providing courteous service to all Group IT customers both on the telephone and in person whilst ensuring that all company standards are adhered to. To provide day\-to\-day operational support and on call support when required for IT users on a Group site or remote sites as required, covering hardware, software and local and wide area networks. Key Activities and Accountabilities 1\. Deal with all help desk calls within the Groups Service Level Agreement whether this be on first line support or via calls routed from the Service Desk or other sources. 2\. Provide hardware and software support for all the Service Desk Customers either directly or by liaising with 3rd party vendors. 3\. Task problems to the other IT teams where these problems cannot be solved by personnel within the Operations Team. 4\. Participate in Group IT projects as required. 5\. Assist other Group IT staff in their duties as directed by the Operations Team Lead or designate. 6\. Ensure all servers based locally are Backed Up in line with Group IT procedures. 7\. Execute scheduled maintenance of local servers and systems according to policy under the direction of the System Administration and Network Teams. 8\. Provide, when necessary, out\-of\-hours call\-out support for specified site(s) as part of a rotation defined by the Operations Team Lead or designate. 9\. Maintain a tidy and structured working environment. 10\. Assist supervisor with activities as required. 11\. Manage and maintain Operational PC’s. 12\. Manage and liaise with Mobile Communications provider regarding new phone contracts and queries. Job Knowledge and Qualifications 1\. Relevant degree or equivalent in computer science or other relevant discipline 2\. 2\+ years experience with Windows operating systems, Office products, desktop hardware and peripheral equipment together with basic networking knowledge. 3\. A\+ certification preferred or have equivalent knowledge to effectively troubleshoot computer hardware issues to resolution.