Ict Support Analyst

Role PurposeThe IT Support Analyst is a part-time, graduate role that works in a small agile team, managing our ICT environment. Reporting to the Head of IT & Business Systems Manager, they provide support for hardware, infrastructure, and software to all employees.The role includes delivering and maintaining internal tech services, supporting projects, systematic cyber security checks and helping with IT improvements.Role SpecificsSupport and configure Flexischools technology assets, including infrastructure, systems, SaaS tools, website domains, and the desktop environment.Perform documented, regular cyber security checksProvide responsive and proactive technical assistance for computer systems, software, hardware, networks, and all IT-related queries, including triaging requests.Maintain the IT helpdesk ticket queue, report issues, and deliver improvements to existing ICT services and platforms.Address internal and external customer issues and requests within agreed timeframes, ensuring a consistently high level of quality service.Ensure compliance with group IT risk and security frameworks and policies.Review the IT helpdesk queue, monitor technology platforms, and respond to issues and alerts.Manage software and hardware upgrades, including applying patches.Administer user accounts across multiple platforms for employees and contractors during IT systems onboarding and offboarding.Oversee third-party IT service providers, such as ISPs, MSPs, and IT Security, to ensure performance meets SLAs.Assist with the implementation of internal and customer IT projects, providing support for systems, tools, and security.Manage IT asset management tasks, including labeling equipment, updating the asset register, managing licenses, and handling equipment disposal.Implement and enforce robust operational procedures.Identify and communicate technology and security issues and risks.Provide end user training as required to enhance overall user proficiency.Technologies:Flexischools is predominantly a “Microsoft shop” with Windows machines, Azure AD and Office 365 (Exchange/Microsoft Teams/OneDrive/SharePoint)Cloud-hosting is primarily in Amazon Web Services, although we also utilise AzureDevelopment team resides in the Atlassian Tool Suite (JIRA/Confluence/Bitbucket) and Azure DevOpsService Desks and facilities/asset management are in Atlassian JIRAModern Windows operating systemsVoIP solution and administrationLocal networking and VPNsSecurity products including Firewalls and Endpoint protection suitesSkills & ExperienceStrong technical, troubleshooting, configuration and problem-solving skills in software, infrastructure and desktop support environment.Exposure to and basic experience with cloud environments (e.g., AWS, Office365, Azure AD etc).Strong process orientation and discipline.Strong communication and interpersonal skills.Take initiative and enjoy supporting technical and non-technical stakeholders.Passionate about service excellence and continuous improvement.Take ownership of delivery of tasks and enjoy working flexibly.Self-reliant and can work independently, with a proven record of learning or working with technology, and keen to grow your skills and experience.