• LOCATION: London
  • BASIS: Full-time, permanent
  • LEVEL: Specialist
  • SALARY: £35-40k

Job description

Reporting to the Head of IT, the role of the IT Operations and Systems Support Analyst will be to provide 1st -3rd line IT, Telecoms support and training to all PRI staff (approx. 130 employees including global staff) within a small team, whilst supporting a junior member of the IT team. In addition, deliver routine IT services and advise staff members in the appropriate use of IT resources, supporting, maintaining and administrating the company’s core business systems/applications as part of a collaborative team.

Core Responsibilities

  • Daily checks of systems at start of day for issues
  • Helpdesk 1st – 3rd line support
  • Troubleshooting software, workstations, laptops and printer issues
  • Troubleshooting general network infrastructure and remote access issues
  • Follow the defined department ITIL processes and procedures, and wider company standards, policies and procedures; providing feedback on processes where improvement opportunities are identified Support and admin of Phone System
  • Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes
  • Maintain Active Directory/Office365 user accounts and groups
  • Monitor the backup, anti-virus and Windows Update systems
  • Carry out periodic preventative hardware maintenance on agreed schedule
  • Maintain IT hardware and software licence asset register to ensure accuracy
  • Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements
  • Perform basic diagnostic and recovery routines on network equipment
  • Assist with maintaining the departmental operations manual and business continuity plan
  • Support PRI’s compliance towards data security, data protection and other legislative requirements
  • Ensure the organisation’s compliance with legislation relating to disposal of equipment
  • Provide regular reporting to the Head of IT as required
  • Mentor and support the IT apprentice working with the Head of IT to ensure they are meeting all the training requirements

Core Competencies

PRI expects roles at a ‘Specialist level’ within the organisation to demonstrate skills across the following core competencies:


Technical competencies & experience

  • Working knowledge of Windows 7, 8 and Windows 10, Microsoft Office 2016, desktop and laptop hardware and peripheral devices
  • Proactive problem solving background
  • Substantial experience in 1st - 3rd line support
  • People-orientated individual who really wants to assist users and is able to deliver a professional and quality service
  • Excellent communicator:
    • experience writing technical guides and documentation
    • experience in providing user training and inductions
    • ability to impart technical information to non-technical users
  • Self-motivated – able to use their own initiative without much guidance
  • An independent ‘doer’ and solutions orientated
  • Microsoft Certified Professional skill level
  • Good general understanding of networking technologies
  • Good understanding of the Active Directory environment on Windows Server 2012, including Group Policy
  • Good understanding and demonstrable ability in applying network security and data protection principles
  • IT Support ticket logging systems; ideally ServiceDesk Plus or similar
  • An understanding of common build and imaging software for deploying corporate standard images to standard desktop hardware
  • Windows Server 2012 R2 based systems including DNS, DHCP, IIS, NPS, RDS, DFS
  • Active Directory and Azure AD
  • Microsoft Application Servers (Exchange, Lync/SFB, SharePoint, SQL Server)
  • Microsoft Azure

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