IT Support Analyst

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As part of a small team, you will work closely with the IT Manager in assisting with the effective use and delivery of all of our information technology solutions and computer systems. You will provide front-line support to all internal users on various technical issues relating to all hardware and software.

You will work within company guidelines and procedures to deliver full IT support across the business, and resolve any requests raised within a timely manner. Equally you will seek to implement solutions and new procedures to improve the IT service levels, whilst also maintaining and prioritising ongoing tasks.

As well as supporting the management of all of our company databases, you will also be tasked with carrying out data insight analysis, and providing analytics and reporting as required.

Key Responsibilities:

- Resolve help desk issues including troubleshooting hardware and software issues (for both Mac & PC)

- Provide timely, accurate and effective solutions and updates on IT support requests

- Conduct hardware and software surveys, and liaise with staff to propose and implement necessary upgrades

- Identify and implement new procedures to improve the overall efficiencies

- Maintenance of all company databases, and extraction of data as necessary

- Export and import of data files for internal use, and data transfer for third parties

- Train and advise staff on all aspects of technology and how it can help them perform better, and arrange any new systems implementation or installation of equipment as relevant

- Train internal staff on Excel and other Microsoft Office best-practices

- Perform root cause analysis and develop checklists for typical problems

- Recommend procedures and controls for ongoing problem prevention

- Contribute to and work on new IT projects from initial scope through to implementation

- Ensure effective running of internal web hosting and ecommerce, and provide technical support, as well as identify any development needs

- Set up and maintain network user accounts as necessary

- Manage daily network backups on local and cloud

- Communicate with external IT support and network providers to meet timely resolutions

- Extract raw data and produce data files for monthly catalogue mailings

- Data insight analysis to monitor customer trends and report on findings

- Data analytics and reporting as required for all areas of the business

Personal Skills & Qualities: