Lead IT Support Analyst

We are seeking to appoint a Lead IT Support Analyst to undertake a full-time permanent post in our Rustington office. The purpose of the role will be to help provide quality IT support to the group's users across all offices and departmental services. The role will involve working in support of the IT Service Manager, assisting with more complex 2^nd and 3^rd line issues, mentoring and supervising more junior staff, working on IT related rollouts and projects, and acting as a liaison between the helpdesk, infrastructure and software development teams. This role would suit someone with strong IT troubleshooting skills and previous supervisory experience within a helpdesk setting, or someone with good 2^nd/3^rd line IT support experience and people skills who is looking for the next step up in their IT career.,

• Assist the IT Service Manager in supervising and supporting the IT Helpdesk team, ensuring efficient and effective support.


• Overseeing the logging, assignment, and resolution of tickets on the helpdesk database.


• Act as an escalation point for more complex tickets, or tickets which require a greater customer service focus.


• Providing support for Azure, Active Directory and Office 365.


• Advanced configuration and support of PC and mobile equipment for staff using automatic deployment tools.


• Managing user administration tasks and ensuring data security.


• Coordinating the delivery and setup of equipment.


• Developing and implementing IT policies and procedures and overall strategic direction of Helpdesk function.


• Training and mentoring junior IT staff.


• Collaborating with the IT Service Manager on strategic IT projects.


• Other tasks as deemed necessary by the IT Service Manager.
  
  Proven experience in a 2^nd/3^rd Line IT support role, with the ability to supervise and mentor a team.


• Strong technical skills in repairing and maintaining PC equipment.


• Extensive knowledge of Windows and Windows Server.


• In-depth knowledge of Active Directory, Office 365 and Entra ID.


• Excellent communication skills, with the ability to work with staff at all levels.


• A calm and professional telephone manner, with a strong customer support focus.


• A proactive approach to problem-solving and continuous improvement.
  
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Rustington, West Sussex
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IT
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£31,500 - £36,500 (DOE)
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