Job Description

Purpose:
We are looking for a Support Analyst to join our IT Service Desk. The successful candidate will be a confident and enthusiastic individual who is proactive and has a desire to deliver excellent IT support whilst offering a very high standard of customer service.
As a Support Analyst, you will be responsible for assisting clients with IT support issues and other related queries. You will need to be able to manage and prioritise your own workload whilst ensuring you work well within an already well-established team.
You will be provided with a full introduction to our systems and receive training on our bespoke Case Management Software and other internally developed applications.
This role is home based with the requirement to visit our Bristol office at least once per week or as otherwise required.
Duties/Responsibilities:

• Logging all issues into the IT Support ticketing system ensuring all the relevant information and detail is logged appropriately.
• Be available to take telephone calls from our clients and confidently deliver first and second line IT technical support to them.
• Manage support issues in line with agreed service standards.
• Escalate any necessary issues with your senior.
• Visit client offices on-site.

Skills/Competencies required:

• Previous experience of working in a busy and professional IT Service desk is essential.
• Ability to deliver excellent customer service.
• Able to thoroughly investigate and troubleshoot IT technical issues before the point of escalation.
• Enthusiastic about IT / customer service.
• Familiarity with Microsoft Intune, Entra, Exchange Online
• Ability to provide user support for various business applications.
• Able to work calmly and well under pressure and without direct supervision.
• Excellent knowledge of Windows desktop environments, specifically Windows 11.
• Good knowledge of Windows server environments.
• Good knowledge of Microsoft 365.
• Good understanding of Microsoft Azure.
• Good knowledge of Active Directory, encompassing the configuration of permissions and other associated tasks.

File Dynamics Limited is an independent company providing innovative software workflow solutions and print and scanning services. The company was initially formed by a leading UK law firm, and we now provide a wide range of business software solutions to many different sectors.
Our background provides us with an "insiders" view of the requirements for practical computerised business solutions to meet the work pressures and budgetary needs of a busy organisation.

Skills Required