Job Description

JOB TITLE: IT Support Assistant

REPORTING TO: IT Support Lead

JOB BRIEF

The IT Support Assistant works within the IT Support team and provides effective 1st line support to all staff, at all levels, across all offices (local and remote), on-site at the Bristol office or remotely. Their responsibilities include the 1st line investigation and resolution of all IT issues, and to assist in the delivery of an efficient and reliable IT support service, escalating queries to 2nd line IT where required. They will also contribute to routine maintenance tasks, upkeep of documentation, and maintaining accurate records of support requests. The IT Support Assistant also helps at the 1st line troubleshooting network connectivity issues, escalating to 2nd line support where required.

RESPONSIBILITIES

Responding to IT support requests from all staff members in a professional and timely manner, either to the point of resolution or required escalation. 1st Line troubleshooting and resolution of hardware and software support issues, providing support remotely or on-site where necessary. Maintaining accurate records of IT support requests, including resolutions, and all other relevant information into the IT ticketing system. Setup and configuration of new user accounts and devices, including telephony, and the procurement of associated licensing. Ownership and actioning of staff leavers, including closing the accounts and arranging and actioning the return of company hardware. Troubleshooting network connectivity issues and resolving them/escalating them in a prompt and timely manner. Conducting routine maintenance tasks such as system monitoring, software version checks, among other items. Liaison and collaboration with the wider IT Support team to identify/implement possible improvements to procedures and/or systems. Managing the Software and Hardware inventory for the business (including peripherals), tracking and organising assets in the IT system including the GDPR compliant destruction of devices. Development and maintenance of user-friendly documentation/guides for common IT processes and/or issues, to be used internally within the IT department as well as externally for 'help yourself' AI based support.

REQUIREMENTS

A qualification, or college level course in IT or a related field is preferred, but not essential. Excellent communication skills, both verbal and written, who is customer orientated and confident dealing with others. Possess excellent troubleshooting skills, ideally aiming to resolve issues quickly be that via fix or further research/escalation, managing customer expectations. Ability to take responsibility and prioritise tasks where required and maintain levels of service. Self-learner who can look to learn and adopt new technologies. Self-motivated, with a can-do attitude.
Job Types: Full-time, Permanent

Pay: 20,000.00-24,000.00 per year

Benefits:

Company events Cycle to work scheme Free parking Health & wellbeing programme On-site parking Paid volunteer time Work from home
Education:

GCSE or equivalent (preferred)
Work Location: Hybrid remote in Bristol BS20 0EY