Remote IT Support Analyst

Job Type:
Full Time
South East

£24,000 to £24,000 per annum
£24k plus £4k car allowance

Our client, who provides Health and Social care services to approximately 250 + sites around the country is looking for a Remote IT Support Analyst

This role will include regular visits to Prison services in Oxford, London, High Wycombe areas. It may also involve occasional visits to HM Prisons in other parts of the south of England

• Under the guidance of the Head of IT Operations provide a fully comprehensive IT support service for the company's operations and ensure that all customers are provided with the level of support they require.
• Work with the centralised IT teams in Colchester to ensure that the business’ Infrastructure is supported appropriately.
• Work with other IT resources (Service Desk / 3rd line support / infrastructure) to define and implement processes and systems that ensure reliable IT solutions are delivered.
• Monitor trends and patterns of incidents to seek long-term resolutions
• Provide consistent reports to manager outlining key areas where service can be improved
• Support the creation and maintenance of training documentation for staff.
• Ensure that all customers are provided with the level of help they require
• Ensure that all Incident management procedures are adhered to for all Incidents such that:-
• All Incidents reported to the Service Desk are logged accurately and expeditiously
• All Incidents are correctly prioritised
• All Incidents are assigned either to Internal IT Staff or External 3rd Party suppliers.
• The progresses of all Incidents are monitored, with Incident assignee’s being reminded when target response times are nearing, have been reached or have been exceeded.
• Customers are kept informed as to the progress of their Incident/Request
• All actions taken are logged in the Incident record
• Resolutions to Incidents are monitored, to ensure that the information given is complete and that the necessary actions which result from them are communicated to the relevant departments and followed through.
• The customers agreement to close the Incident is obtained
• To provide advice and support to staff to ensure improvements are achieved in the accuracy and completeness of data...
• Communicate clearly and effectively with colleagues, other internal departments, users, and outside agencies as necessary, both face to face, by telephone, letter or electronically, whilst maintaining confidentiality at all times.
• To plan and coordinate your workload to ensure reporting deadlines are met

• Educated to A level or equivalent - essential
• Degree or equivalent in related subject - desirable
• Microsoft certification, minimum 2 MCP’s - desirable
• Cisco qualification very advantageous

Essential Skills and Experience
• Excellent understanding of Broadband, lease line and other network connectivity methods.
• Excellent understanding of Cisco / HP switches routers and network configuration items.
• Strong server knowledge, 2003, 2008, and 2010
• Excellent Microsoft OS knowledge, Win XP and Win 7
• Excellent knowledge of Cat5, Cat5e and Cat6 cabling, including splicing and cable running.
• Excellent knowledge of Fibre connectivity.
• Knowledge of IP Telephony

Index Recruitment is acting as an Employment Agency in relation to this vacancy.

"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been

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