Junior IT Support Analyst - London

Junior IT Support Analyst - Powerleague Support Office - London

Role Purpose

Powerleague Group are looking for an IT Support Analyst to be responsible for the support of all technology infrastructure and solutions across our 39 sites and 5 support offices within the Powerleague and Powerplay businesses. The role will be based in our Tottenham Court Road Office in Central London, with some UK travel expected in line with business demands.

Reporting to the Head of IT, you will provide 1st/2nd line (helpdesk) technical support to internal employees, assisting them with hardware and software problems via phone, email or onsite. 

Key Responsibilities

Responsibilities include but are not limited to:

• Provide technical support; answering support queries either onsite or via phone or email.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Log all calls on the call logging system and maintain full documentation.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• To develop documentation and quick reference guides to help end users resolve their issues before logging support requests.
• To allocate more complex service issues to the relevant IT Support member.
• To arrange for external technical support where problems cannot be resolved in house.

Person Specification

Competencies / Behaviours

Essential

• Excellent telephone manner and face to face communication skills.
  Flexible, able to work to multiple deadlines and to multitask.
• Great attention to detail.
• Highly motivated individual with the desire to make a difference.
• The ability to trouble shoot, think laterally and question the situation before escalating the issue.
• Intermediate knowledge of IT software/hardware.

Technical Expertise and Experience

Essential

• Minimum of 1 years’ experience required in same or similar role.
• Relevant 1st/2nd line / Helpdesk support experience.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/8/10).
• Experience using and troubleshooting Microsoft Office 2010 – 2016 (MS Word, Excel and PowerPoint).
• Experience with using and troubleshooting Outlook within a network environment
• (permissions, calendar sharing, and delegation).
• Experience with Office365 admin centre.
• Basic understanding of business PC/laptop hardware set-up and configuration.

Desirable

• MCP certification would be beneficial but is not essential.

This job description describes the main elements of the role however a hands-on, flexible and proactive approach is expected and as such this document is not intended to be comprehensive or permanent.  This job description is subject to review on an ongoing basis.