Apprenticeship - First Line IT Support Analyst

at  CFC

DESCRIPTION

You will be part of the technology team, the engine room of the business, providing bespoke systems that give CFC its competitive advantage in this dynamic marketplace. You will be working within our Technology Operations team, to provide higher levels of support to our internal and external customers.
In this role, you will be responsible for the resolution of IT Service Desk, support incidents and requests and ensure the stable and efficient running of our IT Operations across our whole infrastructure.
You will provide IT support and assistance to around 1000 employees, based in the UK, US and Australia in order to ensure the business continues to operate effectively and efficiently, carrying out any escalation processes arising from fellow Support Analysts.

ABOUT THE ROLE

Within this role, you will:

• Service employees as the first point of contact for users seeking technical assistance at the Tech Bar. This will involve diagnosing and resolving hardware and software issues on various devices, including laptops, desktop and mobile devices
• Provide support for operating systems, applications and network-related problems
• Assist users with setting up and configuring IT equipment
• Log and manage incidents and service requests using the IT service management system – escalate complex issues to 2nd Line Support or relevant teams as necessary
• Educate users on best practices and provide guidance on IT-related queries
• Run daily checks on meeting rooms, ensuring all AV technologies are working and report any issues. Support any VIP meetings, ensuring these rooms are working coorectly.
• Participate in team meetings and contribute to continuous improvement initiatives. Work closely with the supervisory team to ensure service levels are met and exceed business requirements.

LOVE WHAT YOU DO:

We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.

The right individual for this role will have:

• Proven experience in a customer-facing role
• Familiarity with Windows and macOS operating systems
• Familiarity with common software applications and troubleshooting techniques
• Excellent problem solving and communication skills
• Ability to work independently and as part of a tea