Senior Helpdesk Analyst

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Job Introduction

Gleeson Homes are currently undergoing a period of rapid growth with IT being one of the key business support functions. Dealing with the day-to-day support of our IT systems you will work alongside our IT Manager and be responsible for handling, recording, and resolving a wide range of support issues.

This will be a demanding role and you will need to demonstrate previous experience of working in a helpdesk environment and be able to meet the IT support demands of a growing company. This role would suit someone who has previous experience of working in a busy helpdesk environment with knowledge of Microsoft technologies and cloud computing.

Travel between office locations and sites will be necessary to support our user base and assist in project deployment.

Main Responsibilities:

The successful candidate will assist in supporting hardware and software for a growing user base of 650 users spread over 6 permanent regional offices and over 80 temporary build and sales site:

• Working within the helpdesk function to assign incidents within the team and see them through to resolution
• Provide overall application support, including monitoring of helpdesk system for any application/hardware related issues providing an escalation point for 2nd line support escalations.
• Liaise with 3rd party application providers to resolve any support issues logged, through to conclusion
• Contribute to reviews with 3rd parties and suppliers in relation to software and services provided
• Support the Business Analyst Team and wider IT Team in ticket review, problem solving and resolution. Suggesting improvements through the demand process.
• Providing support to regional teams including regular face-to-face visits
• Responsible for providing excellent customer service in all interactions with customers
• Resolve issues as the first point of contact whenever possible

Required Skills:

• Hardware build, configuration and deployment
• Windows 10 & 11 support
• Office O365 support
• Network printer support
• SharePoint
• Microsoft Teams
• Microsoft Autopilot/Intune
• Azure Active Directory

Microsoft Office 365 support and administration:
• User account management
• SharePoint support

Active Directory administration:
• User account setup and administration

Deployment and management of mobile and fixed telephony:
• Hardware configuration
• User access and permission management
• Mobile Device Management software

Previous experience with COINS ERP would be advantageous.

Shift Patterns

Early shift (once you have passed your probation)

• Monday - Thursday 07:30 - 16:00
• Friday - 07:30 - 15:00

Standard Shift

• Monday - Thursday 08:30 - 15:00
• Friday - 08:30 - 16:00

We have to provide weekend support to our sales team, which is on a rota base between the team, it will be 1 in 5 weekends that will need to be covered - All we ask is for you be make sure you are available to take call and review tickets been raised.

• Average calls per weekend 5 -10
• Average tickets raised per weekend - 15 - 20
• Saturday - Sunday 09:30 - 17:00.

This will be paid as an extra payment to your salary of £200.

This will be split between head/regional office and sites - on occasion there will be options to working from home on the odd days, this will be after you have passed your probation period.

The Ideal Candidate:

• Excellent time management
• Ability to work to deadlines
• Comfortable in an agile and fast paced environment.
• Superb communication skills.
• Ability to work independently and with others.
• Extremely organised with strong time-management skills.
• A continuous improvement mentality.
• Experienced working with Microsoft applications (Excel, PowerPoint, SharePoint), JIRA and COINs.
• An eagerness to learn and progress.
• Team player, with the ability to work in a standalone environment
• Full driving license
• The ability to travel and stay away over night as required

Experience and knowledge of:

• Microsoft Windows (Windows 11)
• Microsoft Office 365
• SharePoint
• Microsoft 365 admin centre
• Microsoft Intune
• Active Directory
• COINS

Benefits:

• Generous holiday entitlement of 26 days per annum + bank holidays
• Choice of company car/ car allowance
• Discretionary Bonus Scheme
• Holiday Buy Back Scheme
• Company Pension Scheme
• Private Medical Insurance Scheme
• Healthshield membership
• Life Assurance Scheme
• Share Purchase Plan
• Highstreet/ Store Discounts
• Development Opportunities