Company Description
We are Analysys Mason – a global management consulting firm helping clients to make and act on the decisions that steer their progress and connect our world.
Specialising in technology, media and telecoms, we provide bespoke strategy, transaction, transformation and regulation and policy consulting, combined with research and insights. We help clients navigate complex transformation journeys, always shaping the next.
Since 1985, our team has expanded to 400+ professionals across 16 offices in 12 countries and our experts have taken on work in over 140 countries, making us a truly global company.
Our vision is to be the leading authority and catalyst for digital change, connectivity and inclusion. We are committed to a sustainable, connected future – contributing to a world where technology delivers for all.
Our IT team, which we call the Digital Technology Solutions (DTS) team is friendly, supportive, forward thinking, inclusive and promotes autonomy and self-reliance. Learning new skills is very much encouraged, and you will have your own resources to help you achieve this, along with time to learn and explore.
In addition to keeping our skills fresh and up to date, the equipment we use is new and excellent quality too. We predominantly use Dell XPS laptops and iPhones across the company – regardless of role, all staff get the same equipment and may use it for reasonable personal use.
The team is a close-knit family, and we have worked together for many years. Each of us has between 2 and 25 years tenure, with most of us being here for well over ten years.
Job Description
DTS exists to help the business function better, both through offering excellent support and through our mandate to seek out opportunities to give the company a competitive edge through well implemented digital solutions.
As a support Analyst, you handle day to day IT user requests. This role will bridge any gaps between the support and the infrastructure teams.
You will seek solutions to problems before escalating the issue to the specialised team if necessary.
Your day-to-day responsibilities will include:
- Handling and resolving incoming IT support requests through our Service Desk platform (phone, email, or ticketing system).
- Accurately logging, tracking, and documenting issue resolution and workflows.
- Prioritising tickets based on urgency and business impact.
- Assisting with provisioning and de-provisioning of user accounts and system access.
- Assisting employees or clients with IT-related issues, including hardware, software, and connectivity problems.
- Diagnosing, analysing, and resolving hardware and software problems efficiently.
- Installing, configuring, and maintaining computers, printers, and other peripherals.
- Ensuring operating systems and applications are updated and patched regularly.
- Assisting with network configuration, maintenance, and resolving connectivity issues
- Escalating unresolved issues to higher-level support or specialised teams when needed.
- Monitoring system performance to ensure optimal operation.
- Collecting feedback from users to improve IT services.
- Creating and maintaining detailed documentation, including issue resolution steps and user guides.
Qualifications
Essential skills
- Experience creating and configuring Office 365 tools
- Ability to communicate effectively at all business levels
- Must be Proactive, highly organized, self-driven and self-motivated
- Good documentation skills
- Time Management and Planning Abilities, with attention to details
- Ability to work in a fast-paced team-oriented environment
- Cross O365 support including Teams, Skype and Exchange
- Programming knowledge (Powershell, JSON, Java Script, HTML, C#)
- Strong understanding and working knowledge of Azure Active Directory, 0365 users, license and mailbox administration, Intune, DNS, Active Directory
- Advanced knowledge of Windows
- Working knowledge of Linux.
Soft skills
- Strong communication skills
- Empathy and patience when dealing with non-technical users
- A proactive mindset to identify and solve problems before they escalate.
Experience
- 3+ years’ work experience, 2 years relevant experience on Support role.
Additional Information
Our values are:
Excellence | We are passionate and aspire to be the industry benchmark.
Partnership | We are one team, and we inspire, motivate and coach each other.
Innovation | We are problem-solvers, and we do not share away from a challenge.
Integrity | We treat people with dignity and respect.
Empowerment | We motivate, inspire and train our people to be the best they can be.
