Ict First Line Support Analyst

Salary: £26,000 per year

ICT First Line Support Analyst

Job type: Permanent, Full Tim

Hours: 35 (Plus 5 hours Paid Lunch break)

Salary: £26,000per year 

Location: Birmingham (Hybrid working available – homeworking with 2 days in the City Centre Office)

Do you have what it takes to seize opportunities and deliver results? Can you think differently, pursue creative ideas, and provide reliable support to both internal and external customers?

We are a national social justice charity with more than 50 years’ experience of changing lives, building stronger communities, and reducing crime. We help support, house, educate, advise, and speak out for disadvantaged young people and adults – and you could now help us make an even bigger impact going forward.

Who are we looking for:

We are in search of an ICT First Line Support Analyst to support a number of sites nationally, covering technical issues and problem solving via telephone and email, to a broad user base throughout Nacro, with the aim of improving the levels of service to the organisations to deal with all calls and correspondence in a highly professional manner delivering an efficient and high quality of service to all staff and customers. You will need experience using Active Directory, MS Exhange, O365 and File Servers.

We are looking for candidates with 1-2 years’ experience within an ICT support environment using ITIL & Lean methodologies. You will need experience using Active Directory, MS Exchange, O365 and File Servers. You will also have experience supporting users in a remote desktop environment )Citrix, AVD, Amazon Workspaces or other alternatives).

This role’s responsibilities include:

• Assisting all Business Users with their ICT issues and or questions about any of Nacro’s supported software and computing platforms to the best of your ability, in a professional and courteous manner
• Resolving enquiries by telephone, email, in person to ensure Business Users are supported in the method of communication most appropriate
• Providing 1st Line support to business users, escalating trends to infrastructure and to support continuous improvement within ICT Service Delivery
• Managing Service Desk tickets, to agreed Target Resolution Times (TRT) as defined in the ICT Service Level Agreement (SLA’s)
• Resolving issues and finding answers to questions, researching as necessary, to ensure Business Users receive a high quality service

To review the full role profile, please click here.

Nacro are committed to supporting all our employees with their development and training will be available for the successful candidate working towards Azure qualifications. For more information on the benefits working for Nacro please click here.

Please note this role will require MOJ Security Clearance to support ICT service delivery in line with government contractual frameworks.

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