Commercial Express is on a trajectory of fantastic growth, with ambitious plans for the future and are looking for an experienced IT Support Analyst to join our thriving MGA Business

SKILLS:

• Must have a minimum of 2 years’ experience working in an IT support environment.
• Experience of Office 365 and Azure Management.
• Good knowledge of Active Dictionary and network troubleshooting.
• Phone system experience, including configuration and administration.
• Experience in laptop build process, preferably utilising Autopilot.
• Strong communication skills, both verbal and written. Ability to communicate at all levels with a strong attention to detail.
• Knowledge of Power Automate (Flow) preferable.
• A Level or HND in Computer Studies or equivalent technical qualification.

THE ROLE:

As a IT Support Analyst, you will be responsible for day to day management of the Jira Service Desk ticketing system for the IT Support function within the business, escalating issues where appropriate to the Systems Administrator and IT Manager. Ensure that the IT Support function works towards the agreed service standards and supporting the existing infrastructure, applications and projects where appropriate.

KEY DUTIES & RESPONSIBILITIES:

• Provide onsite IT support to the business during the working week.
• Be the first point of contact for IT support for hardware or software issues, for users working remotely or in the office.
• Investigate IT support tickets logged via Jira Service Desk software, prioritising issues to ensure resolution times adhere to agreed service levels.
• Administration and maintenance of IT systems including Office 365, Entra, Autopilot, Exchange, SharePoint, 8x8 phone system and Jira.
• Setting up new users and disabling accounts in accordance with department requirements.
• Ensuring all devices are protected with Sophos Anti-Virus. Perform regular checks of alerts and remediate issues via the Sophos management console.
• Ensure maintenance and development of IT systems in accordance with business requirements as instructed and supervised by the IT Manager or Systems Administrator.
• Ownership and maintenance of IT Asset List including bi-annual audit of home and office based equipment.