IT Support Analyst

Main Workbase / Mastmaker Court, Mastmaker Road, London, E14 9UB
Hours of work / Full Time (35 hours per week) – Flexibility of hours worked is required
Line Manager / IT Systems Development & Support Manager
Line Management Responsibility / None

Main Purpose

The IT department provides all IT services for City Gateway Alternate Provision (CGAP), this includes strategic, implementation and support services across all its sites. IT also provides support services and ad-hoc IT services to City Gateway Trust.

The IT Support Analyst role is to support the IT Systems Development & Support Manager in providing support to end users and operating the IT systems of CGAP and City Gateway Trust.

Main Responsibilities

·  Providing support to end users in their use of computer systems

·  Logging problem reports from users

·  Work to exceed the target response and resolution times stated in the Service Level Agreements.

·  Managing the work on the IT Help Desk system

·  Rectifying problems from users

·  Managing printer support

·  Managing virus scanner support

·  Supporting database application on-site and off site

·  Performing staff IT inductions

·  Performing hardware and software installations

·  Routine maintenance of desktop systems

·  Server and network management

·  Actively follow CGAP policies

·  Maintain an awareness and observation of Fire and Health & Safety Regulations

As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post holder.

Attribute / Essential / Desirable
Education/
Qualification / ·  At least 2 years working in an IT desktop support role. / ·  MCSE, CCNA or ITIL
Proven Experience / ·  Advanced PC build and configuration. Hardware installation and configuring.
·  Fault diagnosis, repair/replacement of hardware.
·  Software diagnosis and installation
·  Microsoft Office Application knowledge / ·  Database software in general, client server applications etc
·  Microsoft Server Operating Systems (Server 2008/R2) or later
·  Linux operating systems, especially networking
Skills & Abilities / ·  Good teamwork.
·  Good listening skills
·  Analytical skills
·  Problem solving
·  Good Communicator
·  Attention to detail
·  Aware of your abilities and the need to work within them or ask for help / ·  Knowledge of HP printer software and hardware
·  Knowledge of McAfee ePolicy Orchestrator management software.
·  Various forms of remote access inc. RDP, Terminal Services, VNC, SSH and others.
·  Networking and TCP/IP Protocol at various layers.
·  Linux & Apache set up and administration.
Leadership Qualities / ·  Not Applicable
Personal Qualities / ·  Flexible and reliable.
·  Patient
·  Conscientious.
·  Determined and hardworking.
·  Capable of working under pressure.
·  Able to actively support, promote and encourage City Gateway’s ethos, mission and values.

Person Specification

IT Support Analyst Job Description