IT Support Analyst

IT Support Analyst

We are recruiting for an IT Support Analyst to join the IT team at a reputable educational organisation based in Caterham. This role is an exciting opportunity to provide first and second-line IT support, ensuring seamless technology operations for staff, students, and other members of the community.

The role involves resolving technical issues, maintaining IT hardware, and supporting hosted systems such as the organisation’s MIS and telephony platforms. Excellent technical knowledge and exceptional customer service skills are essential, along with the ability to assist users both remotely and face-to-face.

Key Responsibilities

• Provide first and second-line support for all IT hardware and services.
• Escalate third-line issues to the IT Manager when necessary.
• Support and maintain hosted systems, including the organisation’s MIS and telephony services.
• Ensure all users have access to the necessary technology to support their roles.
• Deliver prompt, high-quality support to resolve issues efficiently.
• Keep users informed throughout the resolution process and update the ticketing system at every stage.
• Resolve issues with minimal disruption to services, including occasional out-of-hours work as required.
• Monitor the IT Helpdesk system, ensuring tickets are assigned and progressed promptly.
• Assist the IT Manager in managing user access rights for both local and hosted services.
• Liaise with third-party providers to maintain and troubleshoot IT services.
• Maintain comprehensive technical documentation and provide one-on-one training to users as needed.
• Ensure clear communication with users, the IT team, and senior staff during support or project tasks.
• Provide technical guidance and mentorship to the Apprentice IT Technician, supporting their skill development.
• Assist with maintaining the availability of printing and copying devices and services.

Essential Skills & Experience

• Proficient in Microsoft 365 user administration and classroom applications (Teams, SharePoint).
• Knowledge of MS Windows desktop operating systems and Adobe Creative Suite.
• Hands-on experience supporting IT hardware (desktops, laptops, tablets, and classroom display screens).
• Exceptional customer service and interpersonal skills.
• Ability to communicate effectively and deliver user-focused solutions.
• Skilled in creating and maintaining high-quality technical and user documentation.
• Knowledge of data and cyber security best practices.
• Fluent, accurate written and spoken English.
• Awareness of policies, technical trends, and requirements in an educational environment.

Desirable Skills & Experience

• Experience working within an educational setting, including familiarity with school MIS systems (e.g., iSAMS).
• Knowledge of Microsoft Active Directory (Azure/on-prem), Group Policies, and AD Federation Services.
• Familiarity with:
  • Remote user support.
  • VOIP telephony.
  • Cisco Meraki network management and configuration.
  • Managed secure release network printing.
  • Mobile device management tools (e.g., JAMF) and Apple hardware/software integration.

IT Support Analyst

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

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