IT Support Analyst

Introduction:
BETTER EXPERIENCES, BETTER OUTCOMES

It's an exciting time to be joining GJK Facility Services - we have grown significantly over recent years and are transforming for future growth and opportunities to help our customers and people.

We are a leading provider of facility services, committed to provider better experiences and better outcomes to our customers and our people.

Our core service offerings are cleaning, grounds, restoration, maintenance and facility support services, with experience across a diverse range of markets, including education, government, health, commercial, transport and industrial.

With a national footprint and workforce of over 2,500, a strong focus on safety, long-standing customer relationships and over 30 years of experience, we are a purpose-led organisation.

We are a diverse family, supporting each other to do our best and help make a difference.

Description:
ABOUT THE ROLE:
The IT Support Analyst is responsible for providing on-site IT support to the company so that end users can undertake their day-to-day business activities. This includes receiving, prioritising, documenting and actively resolving end user support requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations and other KPI metrics. The support requests vary in complexity and as such this is considered a mix of Level 1, 2 and 3 Support, as well as project work.

Key responsibilities include:
Act as initial contact for all internal and external customer technical support required for computing/mobile hardware and software, telephony, network, operating systems, printing and internet access problems
Investigate user problems and identify their source; determine possible resolutions; test and implement solutions; escalate when necessary
Install, configure and maintain all types of IT devices, including laptops/mobiles/tablets, file servers, networks/cabling and other related equipment, devices and systems; maintain Asset Management and Active Directory/Azure environments.
Maintain site/cloud licenses for organisation
Plan and implement network security, including maintaining firewalls, configuring VPNs, managed host security, file permissions, file system integrity, and adding and deleting users
Onboard/offboard end-users, assist with desk moves/relocations and deliver training to staff, including inductions.
Maintain confidentiality with regards to the information being processed, stored and accessed by the end-users

Skills and Experiences:
About you:
We are seeking an individual who is focussed on stakeholder delivery and service, who is naturally team orientated with a desire to resolve issues quickly. Our team culture is hard working and risk adverse, but also place importance on social interactions with our GJK colleagues.

What you need:
MCSE/MCSA or equivalent certification and minimum 1/2 or more years of full-time corporate service desk experience
Ability to communicate technical information to non-technical personnel
Excellent verbal and written communication skills
Excellent problem solving and analysis skills
Strong technical knowledge of laptops, mobiles, tablets, printers, and peripheral hardware devices
Ability to diagnose and resolve onsite/ remote computing problems
Strong working knowledge of Microsoft Windows, Microsoft Office, AD/Azure AD, communications software, virus protection, patching and diagnostic software
General knowledge of DNS, DHCP, Wi-Fi, WAN, LAN, TCP/IP and how they function in a network environment.
Knowledge and experience with Microsoft Azure, Endpoint Manager, Exchange Online, Defender and Powershell
Demonstrable knowledge and experience with Apple products / software

We are looking for someone who is a passionate, approachable, problem-solving team player and has a good sense of humour. This role requires someone who is an excellent written communicator with a good understanding of how services are delivered and is committed to getting the job done.

This is an excellent opportunity for individuals seeking stability, busy days that fly by, a strong team environment, and development opportunities within a successful company.

**Job Types**: Full-time, Permanent