IT Analyst

At CTS we deliver IT services dedicated to the legal sector covering IT strategy, technology platforms, cyber protection and managed services. Our reputation is built from our passionate commitment to delivering service excellence with integrity. We invest in our team and in creating an inclusive culture that rewards ambition and encourages the freedom to think

The Role

As an IT Analyst, you will be a key member of our internal IT team, contributing to the support, maintenance, implementation and enhancement of our M365 services and business systems. You will be the first point of contact for internal issues, logging and resolving incidents and service requests in an efficient and timely manner. Playing a leading role in providing support across a range of core applications and hardware, and ownership of key processes such as starters, leavers and asset management.

Responsibilities

• Ensure all incidents and service requests are logged and assigned with the appropriate level of detail, categorisation, and prioritisation.
• Diagnose and resolve a range of hardware and software issues for end users.
  
• Complete relevant analysis, troubleshooting and investigations before escalating as necessary.
• Proactively recommend and implement preventative measures and enhancements to our systems.
• Escalate issues to relevant third parties and suppliers ensuring appropriate follow-up to achieve resolution.
• Participate in the delivery and deployment of new IT solutions and changes.
• Maintain a high degree of customer focus and adherence to ITIL service management principles, ISO, and security standards.
• End-to-end ownership of new starter set-up and leaver offboarding requests including IT induction and training to staff.
• Manage company IT equipment assets and stock of laptops, mobile phones, and peripherals.
• Dispose of equipment in line with ISO processes, incl. WEEE recycling and maintaining necessary records.
• Create and maintain knowledge base documents and training materials.

Essential Criteria

You will be a team player, able to mentor and motivate others with your proactive, can-do attitude. An excellent communicator with strong analytical skills and a natural ability to solve problems.

Essential Technical Skills

• Exchange Online, Microsoft 365 stack and MFA
• Active Directory User Management, Security Groups, DL mgmt.
• Intune device management
• WIN 10/11
• Hardware troubleshooting and support
• Citrix/ RDS
• Networking fundamentals (TCP/IP, DNS and DHCP)

Essential Experience

• Troubleshooting skills and service desk experience in a mid to large-sized business
• Experience in coordinating with software vendors to resolve problems
• IT Asset/ equipment management experience

Desirable

• Exposure to email security tools, e.g. Mimecast
• Experience with business systems, e.g. PSA, ITSM, RMM
• Experience with telephony/VOIP

Qualifications

• IT-related degree or Microsoft Certifications advantageous

What we can offer you

• Annual salary: 25,000 - 30,000 PA DOE
• Hybrid working - 3 days per week in our Daresbury Office.
• Hours: 37.5 hours per week Monday-Friday
• Holiday: 25 days + Bank Holidays and 1 day for your birthday
• Learning and Development Programme including study support
• Auto-enrolment Pension Scheme (operated using salary exchange)
• Wellbeing programme
• Instant access to our Benefit Hub
• Health Cash Plan
• Leave for volunteer work
• Annual company events
• Employee-driven reward and recognition scheme