Desktop Support Analyst

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Job title: Desktop Support Analyst

Department:Technical Operations

Location:Coventry (with occasional travel to Warwick)

Salary: £22,000 - £28,000 + Benefits

The UK’s fastest growing and largest independent energy supplier is seeking a Desktop Support Analyst to join their talented Technical Operations team. First Utility is committed to helping customers reduce their energy bills through the use of innovative technology, by offering cheaper tariffs and campaigning for industry change. This opening comes at an exciting stage and offers a fantastic opportunity for you to be part of a team hungry to make a difference.

We are the ‘Growing Business Awards’ Growing Business of the Year 2014 and the only energy company to have been listed in the fast track 100 for four consecutive years

Role overview

As a growing business who challenge the current status quo of the energy market and ensure that our Customers are always our top priority, our technical team are at the core of all we do. This role will be responsible for ensuring the timely progression of all incidents and requests, including the escalation and closure of incidents (on confirmation from the customer) to satisfactory resolution. There is a requirement to build close working relationships with internal departments and external suppliers and ensuring a customer focused approach is maintained at all times.

Areas of specific responsibility

- Resolution of desktop incidents at 1st line

- Recording all incidents within the ticket logging system

- Logging all calls with 3rd parties and incident management

- Basic troubleshooting

- Installation and configuration of computers and peripherals

- User account administration

- Ownership of PC and laptop builds

- Follow incident management and escalation processes

- Ensuring positive working relationships are maintained with end users

- Monitor customer satisfaction, verifying the speed and quality of the solutions provided to the business.

The desirable candidate will have

- Windows 7 Desktop in AD domain

- MS office (2007,2010,2013)

- Gmail/Google Apps (G-Suite)

- Active Directory

- Horizon View (Virtual Desktops)

- Corporate Mobile phones administration

- Provide support for remote users (VPN and other connectivity issues)

- Network printing

- VOIP telephone system experience

- Network patching

- Basic Apple

- Anti virus administration (preferably Sophos)

- Wireless mobile devices set up and administration

- Salesforce - Administration (basic)

- Microsoft accreditation (MCP, MCSE)

The Benefits

As well as a rewarding career, development opportunities and competitive salary, you’ll also enjoy 25 days holiday (plus Bank Holidays), pension, option to purchase childcare vouchers, and become eligible for our staff energy tariff along with other great ad-hoc offers.

We believe in putting energy into looking after our teams, so you’ll benefit from BUPA Private Healthcare, cycle to work scheme, a great working environment with relaxation areas to recharge your batteries and free soft drinks available all day. We also have "Fruity Friday" where fresh fruit is available every week for all employees.

Key Words: Desktop Support Analyst, IT Support, Tech Support.