Technical Support Analyst ITIL V4 certified training split work from home Job Leeds England UK,IT/Tech

Job Specification:
Technical Support Analyst Leeds (ITIL V4 certified training and 50% work from home) Benefits:

Certs & Training:ITIL V4 once passed probation. 1 week certified course
Work from home/office: 50/50
Holidays:25
Mental health days –1 Wednesday per month allowed 1 hour extra during the day
Pension:Contributory pension (5% employee – 4% employer)
Parking:Yes if you're in office
Social:Greatteam and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)
Notice period:1 month
PDP –everybody gets a personal dev plan on start date
Learning and Development days –12 days can be taken throughout the year

Other benefits:

Fantastic work/ life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout
A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy
Progression opportunities at every level from entry to senior management
As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.
Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business
Private medical insurance at a discounted rate
Enhanced parental leave packages
Flexible working options, including a £100 support package for your home working set up
Fully
-funded training programmes to help you to grow and progress via eLearning and in our high
-tech training suite
On
-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well
-equipped local gym facility, offering preferential rates to employees.
A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives
Free parking on
-site in our spacious car parks with electric car charging points available on
-site
A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment

Main

Duties & Responsibilities

Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when required.
Provide Licensing and Cloud Provisioning support to internal staff and customer based on query requirements
Providing excellent customer service via the telephone, ticketing system, email system and face to face.
Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external customers.
Develop, present, and implement proposals to improve IT systems and infrastructure.
Adhere to change management processes.
Provide internal end-user support and training for business systems.
Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
Understand and adhere to the technical escalations’ procedure.
Occasionally performing onsite low-level consultancy customer work as and when required.
Understand, adhere to and promote IT security best practises.
Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests and internal change processes.
Occasional infrastructure support and patching outside of core business hours.
Ongoing documentation of network, infrastructure, and related processes.
To always be willing to carry out any other reasonable request.
Adhere to asset and access management policies and procedures.

Required Skills

Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc)
Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met
Ability to work on your own and as part of a team
Professional telephone manner
Strong attention to detail in logging/updating support tickets and technical documentation
Excellent verbal and written communication skills
Excellent customer service skills & problem-solving skills
Assertive, confident, positive and professional manner
Flexible and adaptable as the business demands
Ability to work under pressure
Must have a “can do” attitude at all times
At least 1 years’ experience of working in a Service Desk environment