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IT Support Analyst

Hours; 40 hours per week

Salary; Circa 30k

Midland Expressway Limited are looking to recruit a permanent, reliable, IT Support Analyst into their IT team.
Working closely within the IT team, the position will be responsible for day-to-day support helping to resolve user’s support tickets related to the tolling system which allows our customers to use the road and the
hardware/software/infrastructure which our business uses to operate the business.

The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

The IT Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

Essential Skills\Knowledge:

• Computer literacy including but not limited to Windows/ Office applications.
• An understanding of Cyber protection and analysis of risks.
• ITIL Understanding Knowledge of project lifecycle and delivery in a technical environment
• Knowledge of:

–  Microsoft 365 tools
– Azure/Active directory.
– Windows 10/11 operating Systems.

• Hardware – servers, desktops, laptops, mobile devices, switches, routers and firewalls.
• Basic network troubleshooting
• Good communication skills
• Experience on customer services activities.
• Experience in L1/L2 & some L3 support.
• Hardware – servers, desktops, laptops, mobile devices, switches, routers and firewalls.
• Good planning and organisational skills, able to juggle competing priorities and take an appropriate course of action.
• Experience dealing with customers.
• Experience working both individually and as part of a team.
• Experience working to deadlines.
• Problem solving techniques
• Experience working in a helpdesk or support environment
• Experience building system integrations

Desirable Skills\Knowledge:

• Knowledge of Power apps/ Power automate.
• Basic understanding of business financial processes.
• Awareness of information security and ensuring that all business and technical proposals adhere to information security policies.
• Experience in gathering requirements & taking notes.
• Ability to adapt communication style to suit all levels of stakeholders/customers.
• Experience in using/administering TopDesk for delivering IT support services.

Working hours will be Monday to Friday 08:30 to 17:00 with an unpaid 30-minute lunch break. There will be a need to work flexibly if projects require it. The full time position will be required to be on-call in a rotation of 1 in 4 weeks.

The role requires Criminal Records Check clearance and a Full Driving licence.

To apply, please forward your CV with a covering letter to M6tollhr@m6toll.co.uk and tell us why you feel you are a suitable candidate for this position.

Closing date: 1st March 2024