IT Support Analyst – Bromley, Kent

IT Support Analyst – based in Bromley, Kent – up to £29K

At Excelcare we have an exciting opportunity for an IT Support Analyst to join our IT Department and support over 3000 users and work collaboratively as part of a wider team.

We are continuing growth within the department and organisation. You would be joining at a pivotal time, while we embark upon our digital transformation program. The goal is for our Operations, Care, Quality & Central Services systems to work seamlessly together to support all users and ultimately allow us to operate in a highly effective business.

What you can expect:

• Salary: up to 29k depending on experience
• Full time role working from Monday – Friday, based at our Head Office in Bromley.
• A full driving license is required for this role

Main Responsibilities:

• Log incoming support requests from end users via telephone in a courteous manner
• Monitor and handle the ticket queue for incoming requests
• Prioritise and schedule problems. Escalate problems (when required) to the IT Support Manager
• Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Build rapport and elicit problem details from customers
• Apply diagnostic utilities to aid in troubleshooting
• Access knowledge bases, and FAQ’s on the Extranet / Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organisation
• Perform post-resolution follow-ups to support requests
• Setting up new user profile accounts and disabling them when they leave
• Hardware installation and configuration
• Support to resolution our suite of applications
• Windows 10/11
• MS365
• Intune
• MDM – Soti MobiControl or similar
• Android and IOS mobile devices (900+)

Skills and experience:

• Proven 2 years+ in an IT Support role
• Have an active interest and keep skills up to date on Windows 10/11, O365 etc
• Have a strong customer facing skillset and approachable personality to build rapport with our user base and other team members
• Coordinate professional and timely responses to IT issues and requests acting as Tier 1 support by using initiative to provide business solutions, ensuring effective communication of status and progress to all employees in line with agreed SLA’s
• Active Directory User management
• Microsoft Windows 10,11
• Handheld Device Support – iPhone and Android
• VOIP telephony Support

What we offer in return for your hard work:

• 25 Days holiday plus bank holidays
• Comprehensive induction programme
• Contributory Pension Scheme
• DBS Certificate paid for by Excelcare*
• Free learning and development
• Annual Salary Review
• Employee of the month – £100 for outstanding contribution
• Refer a Friend Scheme*
• Staff Appreciation Days
• Long service awards
• Working within a great, friendly team and organisation
• Regular team lunches and company events
• The opportunity to enhance your existing skills and learn many new ones
• Remote working 1 day per week after probation period

*Terms & Conditions apply

If this sounds like the role for you, please apply online today