IT Support Analyst

IT Support Analyst Full Time, Permanent Salary £22k - £25k Cardiff ABOUT THE ROLE Pelican Healthcare is a leading manufacturer of disposable medical products and are part of the world renowned Eakin group. Due to continued success we are looking to add to our IT team. The IT Support Analyst’s role is to work as part of our service desk team, based in Cardiff. The team is dedicated to delivering outstanding IT services to the group, ensuring efficient and effective delivery of IT operations, including support, training and the delivery of new initiatives and projects. You will be key to the ongoing day to day operation of IT service by providing 1st – 2nd line support to Pelican Healthcare and the wider group. The group is built of a collection of healthcare companies in 11 locations throughout the UK (including Northern Ireland). As a member of the IT services team you are to ensure the successful delivery of IT support. Tickets are reported to the support desk and are categorised then resolved as efficiently as possible. Support is provided primarily through remote desktop tools, but physical attendance may be required on occasions. The team will also drive and deliver in-house IT related projects that are linked to the success of the service. All team members are encouraged to A successful candidate will have a proven track record in IT Support and Service Delivery. KEY ACTIVITIES - Duties and responsibilities - Monitor Help Desk tickets and provide 1st / 2nd line onsite and remote support. - Administer Windows Server 2003 / 2008 / 2012 / 2016 in physical, Azure, Citrix and VMWare environments. - Onsite and remote support for PC’s, notebooks, smartphones and tablets. - Support a myriad of software applications including Office 365, Sage X3 - Advanced printer / peripheral device troubleshooting. - Patch Management. - Mentor / cross train team members on existing and new technologies. - Periodic site visits to provide onsite support at group sites in Comber, Ferndown, Larne, London, Manchester, Nottingham, Peterborough, Perth and Taffs Well. - Provide after-hours support for IT related emergencies as well as occasional weekend maintenance. - Document best practices and support procedures. - Develop and implement projects to deliver new technology solutions. - Maintain inventory and asset configuration documentation. - Carry out special tasks at Management's direction. - Adhere to the company’s Quality policy and Environmental policy. - Undertake other duties as may be reasonably required. - Provide training to other departments about how best to use the systems available within the business. KEY SKILLS: technical knowledge, skills, experience and qualification Essential - Two or more hands-on experience working in an end-user desktop support role or computer operations environment. - Strong technical knowledge of Microsoft’s Server Operating Systems 2008/2012/2016. - Strong technical knowledge of Microsoft’s Client Operating Systems, primarily Windows 7/8/10. - Extensive application support experience with Office 2013 / 2016 / 365. - Managing deployments / rollouts of PC’s, phones and servers. - Active Directory Group Policy and user and group administration. - Excellent understanding of PC hardware set-up and configuration - A good understanding of LAN/WAN networking. - Ability to troubleshoot network issues. - Excellent telephone manner and language communication skills - Ability to communicate effectively, both written and orally. - Ability to work accurately with detailed information and with attention to detail. - Ability to use own initiative - Hold an up to date UK Driving license Desirable - ITIL Foundation - Qualified in an IT discipline which must include specific studies in relation to IT. - Microsoft Certification (MCP) or equivalent certification. - Microsoft Azure administration. - Office 365 administration. - Managing server virtualization technologies like VMWare ESXi or Microsoft Hyper-V - Managing Citrix and Terminal Server environments - Strong technical knowledge of current network hardware, protocols, and standards, including TCP. COMPETENCIES - Resilience – Can work under pressure, remains calm, thinks clearly and manages emotion under pressure. Addresses issues without being aggressive or controlling and can easily bounce back from setbacks. Is open to feedback and doesn’t dwell on past events. - Team Working – Enjoys participating in group activities and likes to work with other people. Is ready to collaborate with and support others and is willing to co-operate and compromise for the overall good. - Supporting Others – Enjoys supporting other people and is prone to getting involved and trying to help them when they have problems. Is comfortable to contribute to joint endeavours and enjoys team work. Is willing to let other people depend on them. - Following Directions – Is motivated to accept and comply with standards and instructions and has a strong conscience about delivering what is promised or expected. Doesn’t like letting people down and works productively in cooperation with, and support of others. - Quality Orientation – Is precise, pays attention to details, checks things and ties up ‘loose ends’. Has a strong conscience about getting things right and seeks to ensure that decisions and solutions do not involve undue risk, adheres to policy and standards. - Oral Communication – Talks readily and confidently to people, expressing themselves with obvious ease. Speak out and makes themselves heard, often playing a leading and influential role in debate and discussion. - Technical expert –full breadth of technical knowledge and can operate as a technical advisor, influencing others to achieve goals without relying on hierarchy. Keeps up to date on changes within their field and implements plans to ensure organisation is in a state of readiness. Participates in industry and professional associations KEY WORKING RELATIONSHIPS With whom, nature and purpose of contact Internal: All department managers within the business to ensure their IT requirements are being met. All employees within the business to ensure they have no IT related issues in carrying out their jobs. External: IT Suppliers and support companies. ADDITIONAL INFORMATION People: - Will report to Group IT Manager. Budget / resources: - This role will not have budgetary control. Travel Requirements. - Requirement to travel to other sites for training or support. Sites are currently in the UK and Ireland but may include other locations globally in the future. Travel is expected to be infrequent. Please apply online and send your current CV / Cover Letter and any further documents supporting your application