Job Description

Reporting to the Local IT Manager, the Helpdesk Analyst will be the first point of contact for all IT-related queries for around 100 users at the Cambridge site. The successful applicant will be responsible for dealing with 1st line support tasks and escalating issues to 2nd level support as necessary. In addition, they will be responsible for some day-to-day maintenance and management tasks of the local IT infrastructure as well as building and issuing client machines and mobile devices to users. Objectives and Responsibilities:

• Dealing with 1st line technical support issues, via phone, email and face-to-face and escalating as necessary using the ticketing system
• Assigning and requesting access
• Installing/configuring new software and hardware
• Dealing with IT suppliers

• Providing support in-line with agreed SLAs

Required Knowledge, Skills, and Abilities

Qualifications and Experience:

• Minimum 2 years' experience in a similar role
• Previous experience of Active Directory administration in an Enterprise environment
• ITIL aware
• A+, relevant Microsoft Certification, CMNO, CCNA desirable

Essential Skills:

• Windows 10
• MS Office 2016 / 365
• Understanding of TCP/IP in routed networks / DNS / DHCP etc.
• PC hardware / software installation
• Good telephone manner, excellent interpersonal skills, a professional approach and a strong attention to detail
• Logical and methodical approach to problem-solving

Desirable skills:

• Windows Server 2016 / 2019 / 2022
• VMware vSphere
• Cisco Meraki