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Job description

The IT Servce Support Analyst will support the Head of IT and Systems department in developing and running the business IT systems.

Responsibilities

• Provide first-line technical support via phone and email.
• Troubleshoot hardware and software issues for desktop computers, laptops, and mobile devices.
• Install, configure, and maintain computer systems and peripherals.
• Manage user accounts, passwords, and access permissions.
• Document support requests and resolutions.
• Assist with backup and recovery procedures.
• Document technical procedures and create user guides.
• Escalate complex technical issues to senior IT staff.
• Assist with software deployments and system updates.
• Maintain inventory of IT equipment and supplies.
• Support network connectivity issues and basic network troubleshooting.
• Provide training and guidance to end-users on software applications.
• Establish, develop and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix Energy’s corporate objectives.
• Observe and comply with policies and procedures for Health and Safety at Work and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives.
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
• Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and in order to meet the changing needs of the organisation.
• To promote and adhere to the workplace values of Respect All, Dynamic, Forward Looking, Serving Community Needs and Excel Together.

Skills and Qualifications

Essential Skills

• Bachelor's degree in Information Technology, Computer Science, or related field
• A minimum of 2 years’ experience in a similar IT role
• Basic understanding of Windows operating system
• Familiarity with Microsoft Office Suite and common business applications
• Strong problem-solving and analytical skills
• Excellent communication and customer service abilities
• Ability to work independently and manage multiple priorities
• Knowledge and awareness of cyber security issues in the workplace

Desirable Skills

• Experience with Active Directory and group policy management
• Previous customer service or technical support experience
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
• Familiarity with database concepts, reporting and data manipulation tools
• Operating knowledge of Microsoft Intune