The Optionis Group is one of the UK’s most successful professional services companies, and we are looking for a Technical Support Analyst to join our growing IT department.
Through our brands, we specialise in managing tax, employment, accountancy and legislative compliance for the UK’s small businesses and contingent workforce – our solutions are market-leading, and we’re always looking out for the best possible employees.
As a Technical Support Analyst, you will primarily be responsible for providing ongoing desktop and application-based support to over 600 employees across the Options Group. The job holder will play a key role in ensuring that IT Change, IT applications and IT infrastructure services are delivered to a high standard across all operating divisions whilst representing IT to both internal staff and key 3rd party suppliers.
The key responsibilities for the role will include, but are not limited to:
Manage incident, problem, service request and change volumes for service desk and application support requests.
Providing 1st/2nd line support for all Optionis brands.
Support key business functions including Accountancy, Payroll and Tax. Investigate complex system issues across both bespoke and packaged solutions. Drive through resolutions and escalate to 3rd party suppliers when necessary.
Configuration and installation of desktop systems and software.
Liaising with 3rd party suppliers to resolve technical issues.
Ensuring high system availability and customer satisfaction.
Travel to satellite offices when required by the business.
Work with the in-house development team to recreate issues and deliver permanent fixes to recurring system issues.
Create and maintain knowledgebase articles to share workarounds and document solutions for known issues. Document standard changes or standard operating procedures.
Manage resolution according to agreed SLAs and KPIs.
Working to ITIL aligned processes.
Make suggestions to line manager on improvements that could be made to the service desk to improve the level of service offered.
Qualifications, Knowledge and Experience:
Experience working in a similar role providing 1st/2nd line technical support.
ITIL Accredited or working within ITIL frameworks.
Good working knowledge of Windows / Server / Office 365 / SQL Server.
Good working knowledge of networking principles and able to troubleshoot network/user connectivity issues.
Experience working with Office 365 including setup, configuration and management (Preferred).
Excellent oral and written communication skills.
Exceptional interpersonal, including teamwork and working cooperatively to achieve a common goal.
Be able to demonstrate the ability to work and communicate with many stakeholders with varying levels of IT capability and to handle a busy and varied workload.
Flexible approach to work and excellent problem-solving ability.
Ability to prioritise and use own initiative.
Good range of analytical skills and attention to detail.
Excellent customer service and stakeholder management skills, with the ability to build effective relationships.
Ability to effectively prioritise and execute tasks in a high-pressure environment.
Has a good commercial understanding of business functions.
Exercises sound judgement and recognise when judgement is poor.
Passionate, committed and energetic, creates personal momentum which inspires others.