End User Experience Team Analyst (Junior)

The End User Experience Team is a cross discipline team whose primary focus is on
ensuring that the end user is able to work without interruption and enable the value add of
those employees. Through analysis of tickets, and automation work the end user experience
team will, where practical, identify improvements to the user experience that can be
automated or simplified. The Team is responsible for the on-boarding of new staff technically
and will work with the relevant teams to continually improve processes to improve the end
user experience.

You will join our End User Experience Team and be involved with new ways of working,
acting as testers and drivers of the new technologies.

Key responsibilities:
You will be part of the IT Desktop Support team and duties will include, but not limited to, the
following:
- incident logging and resolution
- 1st/2nd line desktop hardware and software (Windows 10/ Mac OS X / Office / GSuite /
OpenOffice) support
- Active Directory user, group, GPO administration
- building and deploying PCs
- troubleshooting network printing issues
- in-house application and hardware support
- basic network support
- desktop moves and changes
- following processes and procedures (and updating where appropriate)
- documenting fixes and processes
- telephony moves and changes

Mandatory Attributes
- Experience with Microsoft operating systems and Office suite applications
- Experience with computer hardware troubleshooting and repair

Desirable Attributes
- IT Graduate with an IT related degree or diploma
- Industry certifications i.e. Microsoft, CompTIA, Cisco etc.
- Previous desktop IT Support experience
- Experienced and comfortable with a Linux OS
- Active Directory and SCCM management experience
- macOS Support
- Scripting or development background

Key Personal attributes:
- Attention to detail
- Security aware/conscious
- Creative thinker
- Effective communicator
- Ability to independently prioritise workload
- Responsible and with good time keeping
- Excellent customer facing skills and be well presented
- Must have a clear and methodical approach to problems and troubleshooting
- Must be able to work alone and unsupervised, taking the initiative when necessary
- The ability to see the "big picture" from a company and financial point of view
- Able to remain calm in pressure situations
- Ambitious and keen to learn new skills
- Friendly with a good sense of humour
- Ability to understand issues from an end user perspective

Additional information:
This role is based at Network HQ, and the successful candidate will initially be required to work Monday to Friday on a rota basis between 08:00 - 18:00 with occasional out of hours work as is the nature with this type of position. As the company expands in both size and products offered there is a strong possibility that some out of hours support, shift and/or weekend work will arise in future.

The position is likely to have a steep learning curve so it requires the ability to learn and think quickly.
Some heavy lifting of equipment will be required at times. This is a junior role so the salary will reflect
this.

Contact:
To apply, send an email to recruitment@utilitywarehouse.co.uk , attaching a copy of your CV and a
cover statement explaining why you feel you are the best candidate for the role.

Closing Date to Friday 22nd February 2019

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