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IT Support Analyst

  • Job Title: IT Support Analyst
  • Team: IT
  • Reporting to: Head of IT
  • Location: Head Office, London

 Who are we? 

Fleetway is one of the UK’s most successful travel operators, creating and selling amazing travel experiences. We are ranked as the UK’s top travel agent according to Review Centre. We offer great package deals to amazing locations and we are passionate about opening up the world to every person and for a price that will make you smile. 

Who we are looking for

We’re looking for an IT Support Analyst with strong entry level experience looking after c100 customers. You will be working as part of a small and dynamic team of 3 and the position offers an extremely wide range of technical experience for the right candidate. The IT team supports staff in the Central London head office as well as a small call centre in the north of England and a large number of homeworkers across the country.

In this role you will be the first point of contact for all queries and the role involves supporting the user community with a range of issue and requests across the IT landscape. Flexibility is essential, as is good attention to detail whilst working under pressure. Typical tasks will include creating and modifying user accounts in the AD, Exchange and Mitel telephone systems and generating reports. There is a considerable amount of troubleshooting which may be desk side or remote.

Candidates will be expected to join the out of hour’s emergency roster which will include some weekend working, with time off during the week. From time to time, travel between offices will be required.

Key responsibilities

  • Maintaining the company’s IT services, clients and servers
  • Directly provide technical assistance and fixes to IT issues and requests reported via the technical services helpline and e-mails
  • Provide general assistance to the Head of IT
  • Local support of the internal company software and hardware
  • Remote support for staff in the satellite office and also the homeworkers
  • Windows 7/10 support and deployment.
  • Networking fundamentals.
  • Excellent skills to provide help and support for remote users (explain how to connect devices, computers, VoIP phones + software troubleshooting)
  • Corporate backup solution software
  • Fast learner of new software including usage and support
  • Good telephone manner and written communication skills
  • Keen to undertake more training and develop own skill set as appropriate
  • A highly organised and flexible approach to work, including the ability to prioritise workload
  • Strong troubleshooting and problem solving skills using initiative and the ability to work autonomously
  • Understanding of Microsoft Exchange 2013/2016
  • Windows Server 2008/2012/2016 fundamentals.
  • Knowledge of DHCP, DNS, Group Policies would be an advantage
  • Scripting – VB, CMD, Bat would be an advantage
  • 21 days paid holidays, increasing to 22 after 1 years’ service
  • Pension Scheme
  • Opportunity to experience Fleetway travel deals at a reduced rate
  • Access to our employee benefits program provided by Perkbox (which includes cycle to work scheme, free phone insurance, £5 cinema tickets, many other discounts and benefits!)
  • Manage all incoming technical support calls and emails to ensure that all requests for support from each site are met and responded to in an efficient and effective manner
  • Troubleshoot and resolve all problems encountered with hardware and software
  •  Replace or repair defective parts and equipment
  • Conduct briefings and demonstrations for users to enhance system productivity
  • Update network applications as required
  •  Arrange and package all necessary equipment for homeworkers for delivery and returns
  •  Handle all desk moves in the offices which may require some out of hours or weekend work

Skills required 

  • Windows 7/10 support and deployment.
  • Networking fundamentals.
  • Excellent skills to provide help and support for remote users (explain how to connect devices, computers, VoIP phones + software troubleshooting)
  • Corporate backup solution software
  • Fast learner of new software including usage and support
  • Good telephone manner and written communication skills
  • Keen to undertake more training and develop own skill set as appropriate
  • A highly organised and flexible approach to work, including the ability to prioritise workload
  • Strong troubleshooting and problem solving skills using initiative and the ability to work autonomously
  • Understanding of Microsoft Exchange 2013/2016
  • Windows Server 2008/2012/2016 fundamentals.
  • Knowledge of DHCP, DNS, Group Policies would be an advantage
  • Scripting – VB, CMD, Bat would be an advantage
  • 21 days paid holidays, increasing to 22 after 1 years’ service
  • Pension Scheme
  • Opportunity to experience Fleetway travel deals at a reduced rate
  • Access to our employee benefits program provided by Perkbox (which includes cycle to work scheme, free phone insurance, £5 cinema tickets, many other discounts and benefits!)
  •  Ability to demonstrate the highest level of customer service at all times

Benefits

  • 21 days paid holidays, increasing to 22 after 1 years’ service
  • Pension Scheme
  • Opportunity to experience Fleetway travel deals at a reduced rate
  • Access to our employee benefits program provided by Perkbox (which includes cycle to work scheme, free phone insurance, £5 cinema tickets, many other discounts and benefits!)

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(Reg No. 02157381)

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