We’re NFP and we provide services and solutions to support businesses and people. We have capabilities that extend around the globe, including here in the UK, Ireland, EMEA, APAC and North America. It’s a time of rapid growth for the European arm of the business, so we need someone to join us to serve as the first point of contact for employees seeking technical assistance for technology issues.
We are recruiting for an IT Analyst, to join our IT team based in Bromsgrove.
The IT Support Analyst will serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service. This position will support the end users in all offices.
Overview of duties
* Setup and test PCs for new and/or existing users
* Respond to user hardware and software problems
* Test, document, and assist with corporate initiatives as assigned by Manager
* Assist with management of mobile devices
* Provide IT support to others in the team
* Provide support for all Technology products and services, including answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy
* Determine the most effective manner to resolve client's technical issue
* Record required customer and problem information in the corporate ticketing system, ServiceNow. Update tickets with appropriate journal entries of activities and closing tickets with resolution entered upon completion of the job
* Resolve all levels of work orders as assigned. Elevate complex and/or high priority problems to the appropriate support groups for resolution
* Providing onsite support for our Midland offices
* Management and upkeep of equipment in our Midland offices
Person specification
Knowledge, skills and abilities:
* Outstanding customer service skills with the ability to speak about complex issues in a down to earth manner
* Good knowledge of current Windows Operating System
* Good knowledge of Microsoft 365 office suite
* Experience with PC hardware build and troubleshooting
* Familiarity with Apple & Android mobile devices
* Own transport as this role supports multiple sites
* Excellent communication skills, with a good command of the English language to provide effective phone, Teams & in-person support
* This position requires handling confidential information in an appropriate manner
* Interactions with company associates must be handled with diplomacy and tact
* Individual must be able to gauge the user's technical ability and communicate with them appropriately
* Self-motivated with excellent organizational and planning skills, including the ability to remain calm and manage time well in a fast-paced, ever-changing, team-oriented environment
* Capable of working on multiple projects and/or assignments
* Exceptional problem-solving skills
* The individual will work either on their own or with the larger technology team to resolve the issue and document the solution
Education and/or Experience:
* BA or BS degree preferred or equivalent experience
* 3+ years of experience working for a corporate level service desk
* Experience of ServiceDesk (preferable)
* Experience in OpenGI or Applied Epic applications would be preferable
Key information:
If this sounds like something you are interested in please apply, or contact Paige Hughes for further information.
We may be a global business, but our culture is united and truly collaborative. We strive to adopt a genuinely flexible approach to working, and we have the technology to make it as easy as possible for our people around the world to connect to one another, and to be productive in and out of the office.
We want everyone to bring their best selves to work each day, so we have a relaxed and casual office environment, plus great employee benefits and socials. Joining NFP means you’ll get plenty of opportunities to invest in your career and personal development.
Attractions - NFP
* We pride ourselves on our fast-paced, collaborative, vibrant working environment and hybrid model for part-remote working
* Our PeopleFirst culture means our people work in a flexible and autonomous way and have the freedom and expertise to deliver outstanding service to clients in the way that they know-how
* We build partnerships with organisations that can complement our client offering and we invest in new technology to deliver innovative solutions in our given markets
* We focus on making sure that people can bring their best selves to work every day; and that they are placing as much importance on family and community as they do their valuable work
* Our diversity and inclusion initiatives and charity work form a large part of this. NFP has an Executive Board member who is dedicated to diversity and inclusion, and has a D&I Board made up of individuals from across our entire business
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