Technical Support Analyst

Purpose of the role: Provide technical support to our Windows and Mac user base both in person and on a remote basis, along with supporting mobile phones, printers and video conference hardware (Google Meet) in the office.

Key Tasks:-

Management of ServiceNow tickets and queues to internal SLA agreements

Providing 1st and 2nd line support to Macmillan’s UK-based employees and occasionally supporting overseas-based or travelling users remotely

Providing support and advice on the Microsoft Office suite along with Google’s Google for Work cloud-based applications (Meet, Calendar, Drive etc)

Providing support on company devices, laptops (Mac and Windows-based) iPhones, iPads, Printers and Video conferencing equipment

Work as key contact (hands and eyes) to troubleshoot/investigate issues alongside Macmillan’s other internal IT teams and vendors

Assist with the occasional physical relocation of hardware and testing following such changes

Very occasional out of hours / weekend work so as not to impact the work of the business

Create and maintain internal IT documentation as needed

Identify and report potential trends and outages that may affect business productivity

Key Relationships:-

Macmillan’s UK users in London, Basingstoke and Swansea

Macmillan UK IT Team (Service desk, Desktop and Infrastructure teams)

Macmillan US Desktop and Service desk teams

Skills and Knowledge:-

Customer service focus with good communication skills

Troubleshooting skills

Willingness to learn

Knowledge and experience with and support:-

• Windows 10 and/or Mac OS
• Microsoft Office Suite
• Google for work applications
• Active Directory management of users and computers

Working Hours

The position will be 35 hours per week and 7.5 hours of work will vary between 08.00 am– 7:00 pm Monday to Friday.

Location London office

All applicants must have the right to live and work in the United Kingdom.

Need to be capable of

1. Technical Capability

Uses technical / job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements/customer expectations. Up-to-date and disciplined, able to generate and present high-quality, relevant and usable job-related information. Efficiently manages workload and projects within set timelines and to agreed budget, achieving set objectives. Assimilates and applies new job-related information in a timely manner.

2. Personal Effectiveness and Professionalism

Maintains a professional attitude and approach to work. Takes an ethical approach to internal and business relationships. Is aware of compliance and regulations as a framework for business activities. Produces consistent results both professionally and personally. Use of initiative and a proactive approach with drive to make a contribution. Focuses on achieving positive results contributing to team goals and the overall success of the business.

3. Customer Focus (internal and external customers)

Drive and motivation to meet or exceed customer expectations, Nurtures relationships by recognising and delivering on internal and external customer’s needs and opinions. Makes customers and their needs a primary focus of their actions.

4. Relationship Building/ Teamwork (incorporating Communication, Influencing & Collaboration)

Builds effective relationships through positive communication that motivates and influences others. A valued team member actively involved in achieving team objectives. Works cooperatively and flexibly with other members of the team. Effectively communicates relevant ideas or details of events in a way that enhances relations in the work environment. Successfully influences others to accept and support an idea/proposal/plan.

5. Innovation & Change

Embraces creativity, innovation and is open to new ideas. Innovates to improve current working practices/products / technologies to provide business opportunities and results. Proactively pursues opportunities to drive change that add value to the business. Welcomes new challenges, and contributes views and ideas. Adapts well to, and is energised by change whilst maintaining focus on key business goals and personal objectives. Takes action to achieve favourable outcomes for the organisation, beyond minimum performance expectations, and seeks opportunities to improve work procedures.