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.

**The Role**:
We're in search of an IT Support Analyst who can assist our committed nationwide team by giving IT recommendations and direction, guaranteeing appropriate functioning of computers and systems, enabling end users to carry out their daily business tasks smoothly.

This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve use of diagnostic and help request tracking tools, as well as require giving in-person, hands-on help at the desktop level.

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**:
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
Additional duties as assigned

**Qualifications**:
Ability to communicate technical information to non-technical personnel
MCSE/MCSA or equivalent certification and minimum 1/2 or more years of full-time corporate service desk experience
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
Experience with Veeam Enterprise Backup and good understanding of System Backup/Recovery
Experience with server/network monitoring and support, including maintenance and updates.

You will be a team player who possesses a confident and engaging personality and thrives in a fast-paced troubleshooting role to provide exceptional customer service.

You will be required to be a highly effective communicator with the ability to communicate with multiple stakeholders, it will be essential to understand their individual needs, interests, and concerns to achieve successful outcomes.