1st Line Support Analyst

1st Line Support Analyst Overview A leading financial services company working on world class products used globally require a 1st Line Support Analyst to join their team in Reigate, Surrey. Key Responsibilities • Provide excellent customer service and be the first point of call for IT support queries from internal staff, this could be via phone, email, Skype, and face-to-face • Administer the internal ticketing system and act upon requests for change and system access. • Diagnose a wide range of issues focusing on the user workstation environments, but could include some server-side applications. • Be able to spot potential technical vulnerabilities and suggest resolution. • Proactively monitor systems and take preventative measures to reduce system downtime. • Highlight possible trends from re-occurring incidents. • Update the internal knowledgebase with both technical guides for colleagues, and system usage procedures to aid customers. • Work collaboratively with third party support services on diagnosing and troubleshooting issues. • Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies. • Understand the requirements of the business and suggest appropriate solutions to help deliver business goals. • Perform as a member of the IT Infrastructure Team, working closely with other senior team members, and colleagues across the IT department in order to support all systems and technical processes. Essential Experience • Strong 1st line technical help desk experience, with proven track record of support. • Basic 2nd line technical support experience. • Excellent experience with Microsoft technologies with a focus on end-user administration and client workstation support: • Windows 7 and Windows 10 desktop support experience in a business environment. • Active Directory and Group Policy administration. • MS Exchange administration. • Excellent experience of diagnosing/troubleshooting issues with physical workstation hardware, ideally Dell business desktops/laptops. • Good knowledge of managing mobiles, ideally Apple iOS devices. • Proficient understanding of networking and technologies: • The TCP/IP stack. • Concepts of firewalls, VPNs, and VLANs, • Wireless configurations. • Knowledge of procedural best practice in a help desk environment. • Highly self-motivated and internally driven to understand and improve upon the technical aspects of any solution. • Ability to present ideas in a user-friendly language. • Experience working in a team-oriented, collaborative environment. Package •£25-35k salary dependant on experience • Annual bonus • 13% company contribution pension • Life assurance • 35 hour standard working week • Private medical