As a 1st Line IT Analyst at OPM you will:

• Troubleshoot desktop and system problems, diagnose and solve hardware/software issues.
• Diagnose specific incidents/problems remotely.
• Support incident and problem management.
• Contribute to policies, processes and procedures.
• Install, maintain, and support new applications for IT users.
• Work to pre-agreed SLA thresholds for incidents, requests and problems.
• Prioritize and managing several open cases and mini projects at one time.
• Create, maintain and understand trend analysis and problem management.
• Establish a good working relationship with the business and third parties.
• Keep up to date with advancements in technology.
• Review services, application delivery, patching and Anti-Virus.
• Ensure appropriate standard and procedures are adhered to during the development process.
• Work with a variety of business and technical teams to enhance service delivery.
• Provide systems monitoring support.
• Support Users on both hardware and software applications.
• Administer backups and restores.
• Administer Active Directory.

• Active Directory administration experience.
• Exchange 365 administration experience.
• Sophos Endpoint administration experience.
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
• Experience of using Windows Operating Systems and Microsoft Environments.
• A positive approach to collaboration; working well with colleagues, sharing knowledge, sharing responsibilities, and supporting your teammates.
• Exceptional customer service skills with the ability to build rapport with a diverse group of stakeholders.
• Communication Skills: to provide a seamless service to users, it is vital that you are an active listener, have confidence in your explanations and solutions, you can respect and empathize with others; and you have an excellent standard of written communications in your emails and verbal communication when assisting over the phone.
• Attention to detail: many of our operations require critical observation skills, where you can be an active listener, and invite you to analyze, investigate and question. An excellent ability to critique and manage the smaller details in your work will be important in this role.
• Excellent problem-solving ability with the ability to observe, analyze and provide solutions for IT issues with confidence and an easy understanding in your explanations.
• Positive attitude with the ability to thrive in a friendly yet fast-paced environment

Desired qualifications/experience:

• High Standard of Incident and Problem management
• Past experience using helpdesk applications
• Experience in Incident Trending and analysis
• Excellent troubleshooting and problem-solving skills
• ITIL Certified.

• We enable colleagues’ capacity to grow professionally through enhanced learning resources, opportunities to work cross functionally, and space to engage with a range of internal and external industry events.
• Our non-hierarchical culture values support, collaboration, intellectual curiosity, and a rich diversity of perspectives.
• We provide an exceptionally generous annual leave entitlement and a hybrid working model to encourage and enable healthy work/life balance.
• Wellbeing resources including a global Employee Assistance Programme and access to the UnMind app.
• Competitive salary and contributory pension scheme.