IT Service Desk Analyst

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Role Responsibilities

Our business prides itself on innovation and is heavily reliant on information technology so this role is key in ensuring continuity of service and the continued growth of the department.

The Technical Support Analyst will log all incidents and service requests in our service management tool these will be received via phone email and our web form.

The Technical Support Analyst will be responsible for providing excellent customer service for our employees

field teams and clients ensuring all BAU tickets are picked up in a timely manor. As the first port of call for our customers its key customer service is valued.

The Technical Support Analyst will take ownership of incidents and service requests endeavouring to resolve them in a timely and efficient manner if this is not possible escalating them to the appropriate team.

Responsible for installing configuring and maintaining hardware and software across a range of devices and applications.

Responsible for provisioning and managing user accounts and permissions including onboarding and offboarding GC staff.

Configuration of new accounts and provisioning new hardware.

Ensuring our IT knowledge base is kept up to date with information gained from resolving incidents and service requests to improve resilience and knowledge sharing.

Hands on support for our customers onsite based on a weekly rota.

Responsible for maintaining personal development striving to learn new skills and technologies to bring innovation and automation to better process and procedures.

Responsible for the adoption and support of the new application and functionality to the rest of the IT Team.

The role holder will be part of the Service Desk function that operates on a 10hour 5dayaweek basis the role holder will be expected to provide standby outofhours support on a rota. The person in this role needs to be able to think both tactically and also deliver a robust IT service.

The role holder must be willing to travel to all GC locations including field sites. There is a minimum requirement to be in office to provide support in Billericay at least twice per week.

Skills Experience & Qualifications

Demonstrable experience of technical support of the same scale and complexity as Ground Control.

Demonstrable experience in effective troubleshooting of the Windows operating system.

Demonstrable experience in communicating effectively via phone email and in person.

Experience in providing excellent customer service in high growth changing environments demonstrating

adaptability and resilience to deal with ambiguity and technical complexity.

Ability to prioritise and manage multiple tasks simultaneously.

Working knowledge of Mircosoft Azure Active Directory Exchange and Office 365.

Demonstrable knowledge of IT Service Management frameworks (ITIL COBIT)

Working knowledge of the Microsoft technology stack.

Desirable

Demonstrable experience in troubleshooting database and data issues.

Demonstrable experience in effective application troubleshooting skills (web thick client mobile API SAAS).

Demonstrable experience with Microsoft Dynamics.

What we offer:

At Ground Control we believe in creating an inspirational environment and rewarding our employees for their hard work. We offer a wideranging benefits program supporting you to realise your full potential and are proud to be recognised as a great place to work:

Awards Accolades and Culture

• We have been awarded worldclass status for employee engagement in the 2023 best companies results ranking at #16 in the Top 100 Large Companies to Work For league table.

• CertifiedBCorp Accredited Ground Control has been certified by B Lab the notforprofit behind the B Corp movement as having met rigorous social and environmental standards which represent its commitment to sustainable goals ahead of profit.

• We inclusively support The Race at Work Charter Ban the Box The Armed Forces Covenant and are Disability Confident

• We invest 5% of our profits into theEvergreen Fund an investment fund dedicated to sustainability and environmental initiatives.
  
• By 2025 we have committed to plantingtrees having a fully electric fleet and working towards achieving carbon net zero after becoming carbon neutral in 2020.

• 2 personal choice volunteering days with your fundraising efforts matched up to 500!

Perks and Benefits

• Free gym access if you are Head Office based or subsidised national gym memberships if you are based elsewhere.

• Nursery Vouchers Cycle to work scheme and Travel loans

• Medigold employee support Free Flu Jabs online private GP service and a premium subscription to Calm the wellbeing app

• A supportive entrepreneurial working environment that fosters collaboration.

• Training development coaching and mentoring plans including our GC Leadership Academy job specific accreditations and higher education opportunities

• Hybrid working opportunities with time in the office including breakfast Mondays and dog friendly Fridays.

• Financial benefits include yearly bonus scheme access to Wagestream and employee share options
  

How we work:

We put people at the centre of everything we do.
Everyone is welcome. Were embracing a culture where difference is valued. Your uniqueness will be celebrated. We believe diversity grows innovation and innovation creates initiative. Together well succeed in caring for each other caring for our communities and caring for our Environment. Together were stronger.

#INDHP

Agency Notice

Ground Control does not accept unsolicited agency resumes/ CVs

Please do not forward resumes / CVs to our job alias employees or any other company location.

Ground Control is not responsible for any fees related to unsolicited resumes.

Please contact the Talent Team for additional details