IT Support Analyst

A Not for Profit Organisation in Central London is seeking an IT Support Analyst on a permanent basis. The IT Support Analyst will report to the helpdesk team lead and will be a primary contact for 1st, 2nd and some 3rd line IT support services to residents, members and the trust staff. This role will be hybrid working, 2-3 days a week in the office. Responsibilities: To be the primary IT support for resident, member, event partners, and Trust IT support issues and requests. This includes 1st, 2nd and some 3rd line support. Personally resolve reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, comforting SLA's and adjusting priorities to deal with urgent issues and requests. Pro actively research and identify solutions that may benefit the team and the trust. Undertake the training of staff members as required. Assist in delivery of IT services (including wired connections, wireless connections, and VoIP telephony) across all tenanted spaces , including those areas occupied by the trust. Experience: Demonstrable technical knowledge of working in an IT Service Desk team Windows OS, Active Directory, Office 365, and Azure user support knowledge, including break fix, account creation, account management, and group policies. Demonstrable knowledge of supporting desktop hardware (primarily Dell laptops) and mobile hardware (iOS and Android mobile phones and tablets) Demonstrable knowledge supporting and installing operating systems (Windows 10-11 primarily, some Windows server 2012/2016/2019 and some Mac OS) A good knowledge of network infrastructure, both wired and wireless A good knowledge of logical network concepts including VLANs, IPs, DNS and DHCP Knowledge of VoIP telephony