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IT Support Analyst

Posted 14 days ago

  • Sector: Infrastructure
  • Contact: Tristan Walker
  • Contact Email: twalker@nrl.co.uk
  • Contact Phone: +441483467294
  • Start Date: ASAP
  • Expiry Date: 12 November 2021
  • Job Ref: 1038102
NRL are currently recruiting for a IT Support Analyst to work with one of our engineering consultancy clients in Aldgate on a 12 month contract basis.

About the role:

1st Line support for Lower Thames Crossing project. First point of contact for all issues and requests relating to applications and infrastructure associated to the Lower Thames Crossing Digital IT service
  • Experience with Microsoft O365 & Cloud based technologies in large commercial environment.
  • ITIL Framework & implementation
  • Log & update all Technology enquiries that reach you (by phone, email, IM, or in person etc) in the central ticketing system.  Ensure that tickets are updated daily, unless there is an agreement evidenced for them to be on hold for a specific time period
  • Provide technical desktop and application support to staff in person on site, or to remote workers as required. 
  • Undertake technical troubleshooting and research issues with the relevant manufacturers or vendors as required
  • Escalate tickets that require help from other resolvers in order to deliver best practice customer service (ITIL) or to achieve Service Levels of Agreement (SLA)
  • Be involved in both reactive and problem management of customer Technology issues in line with best practices.  Contribute to Problem Record documents and conference calls as required
  • Comply with the requirements of the project controls processes e.g. Change Request documents and CAB meetings as required
  • Take ownership of work required on site to create and support processes.
  • To deliver parent company programme governance requirements as required
  • To consider programme legacy and in all decision making in the same way as cost, risk and time
  • To look for ways to encourage innovative thinking around how to improve legacy benefits
What you will need:
  • 1st class customer service a ‘must have’
  • Experience with O365 in Desk Side Support Engineer / IT Support Analyst role
  • Demonstrable experience of providing support in person
  • Comprehensive hardware knowledge including mobile devices
  • Azure Active Directory, Exchange, Teams Admin & Azure Portal
  • Azure resources including VMs and Virtual Networks
  • Advanced knowledge of Microsoft office applications
  • Experience / Knowledge of networks (WAN, LAN, Firewalls)
  • Proven inter-personal and communication skills, communicating with diverse customers of varying levels of IT experience
  • Conscientious and motivated, capable of working on their own on site as required
  • Flexible and able to adapt to changing priorities and coverage hours
  • Study of technical troubleshooting techniques and latest technologies to remain current
  • ITIL V3 Foundation certificate or higher is mandatory
  • Good Team player. Also be able to work collaboratively plus individually & demonstrating a ‘Can do’ attitude at all times even under pressure.
  • Minimum BBPS security clearance required
  • Demonstrable experience of successfully working in/adapting the philosophy of a 'One Team' environment within an NEC contract context
  • Team oriented leader with the ability to work closely with peers individuals and teams
  • To be able to work across diverse stakeholders
What’s in it for you?
  • Competitive hourly rates
  • Long-term contract
  • Opportunity to support the IT Team on a largescale UK infrastructure project