1st Line Support Analyst

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Ethical IT (www.ethicalit.net) is a partnership between The Ethical Property Company and JADe, working together to deliver high quality, cost effective and sustainable IT and Telephony solutions to charities, social enterprises, community groups and voluntary organisations.

Our extensive experience within the social change sector in both the UK and Europe ensures that we appreciate the financial and technical limits within which organisations often work. We therefore aim to take the stress out of the management of IT and Telephony, providing our clients with transparent and reliable support, allowing them to focus on their core operations.

Set up in 2008, we are a small and friendly growing company of approximately 20 people, based in the vibrant Shoreditch area of East London.

Job Purpose.

- To be the first point of contact and provide 1st line IT support via telephone, email and internet to EIT customers

- To log all customer requests on the system with complete information and the correct priority rating, and assign as appropriate

- To carry out initial diagnosis and basic troubleshooting to resolve issues.

- To escalate issues to Customer Response Team Leader, Technical Solutions Team or third parties as appropriate

Location

Currently Development House, London EC2 4LT. Relocating to new offices in Bethnal Green in 2017.

Reporting to

Service Desk Manager Type of engagement

Full time on-going employment contract

Tasks and responsibilities

Initial customer response and call logging

- First point of contact for all customer calls and emails to the service desk

- Log calls on behalf of the user ensuring all key information is correctly captured

- Continuously monitor the ticketing system

- Monitor the helpdesk voicemail and take appropriate action

- Categorise, set priority and assign incoming tickets via email and customer portal

Request Management

- Create & edit distribution & Security group on Active Directory and Office 365

- Create & edit user details on Customer Active Directory & Office 365

- Image & re-image user devices ? Install additional software for user with relevant approval from Customer Response Team Leader or Service Desk Team Leader

- Add/edit computer details on Active Directory

- Add/edit printer & printer settings ? Create / Edit VOIP extensions for users

Diagnosis and Troubleshooting

- Monitor the infrastructure monitoring system, create ticket, perform basic trouble shooting and escalate as appropriate

- Update tickets with customer & technician input when required

- Contact user to gather more information & commence basic troubleshooting tasks

- Create & Edit contact details in ticketing system

- Install/troubleshoot/basic health check of customers’ desktops & laptops

- Support & troubleshoot RDP connectivity issue

- Investigate connectivity issues (restart router)

Escalation

- Report relevant issues to third party

- Proactively identify change & problem incidents and report to Customer Response Team Leader

- Escalate jobs as appropriate to the Technical Solutions Team with full details of issue and action taken so far, but remain main point of contact for the user

- Identify and appropriately escalate P1 issues and manage communications

Knowledgebase & Process information

- Create and edit customer infrastructure information as required

- Create and edit policy and process documentation as directed by Customer Response Team Leader

- Adhere to all agreed process and identify issues to Customer Response Team Leader

Miscellaneous

- Arrange delivery of equipment

- Keep office tidy, remove unwanted boxes

Knowledge and experience

- Minimum of 1 years experience of working in a level 1 support role or equivalent within an ITIL customer service environment

- Desktop support experience in Windows environment

- Experience of desktop, laptop & printer hardware support

- Experience of AD administration

- Experience of using ticket management system

- Basic knowledge of small networks /TCP /IP and router configuration

- Experience of maintaining Windows Server 2008/2012 and MS Exchange

- Basic knowledge of ITIL ? Solid understanding of basic IT principles

Qualifications and skills

- Degree level education or equivalent desirable

- Extremely customer focused with the ability to develop and maintain strong relationships with customer contacts at all levels

- Strong written and verbal communication skills - ability to establish effective communication with internal and external contacts.

- Proven ability to identify and resolve technical problems

- Strong organisational skills, able to manage multiple tasks and prioritise effectively.

- Very flexible, can do attitude and able to quickly adapt to changing priorities.

- Able to work well both within a team and independently