IT Analyst

Are you a skilled IT professional with a passion for providing exceptional support? Join our dynamic client and become an integral part of our company's success. We are currently seeking a talented individual for an IT Analyst role in a large professional services environment. Responsibilities: Deliver prompt and positive hardware and software support both remotely and onsite. Serve as the first point of contact for all IT incidents, requests, and questions via various channels. Handle all tickets offered from our office in Belfast with professionalism and efficiency. Ensure accurate recording of incoming and outgoing tickets in our ticketing system. Perform thorough troubleshooting and document investigative actions and outcomes. Determine the best solution based on customer issues and guidelines. Stay updated on new problems and associated workarounds. Carry out daily operational tasks assigned to the IT department. Monitor and proactively respond to tickets in the queue. Provide regular updates to customers regarding the status of their issues. Adhere to documented processes, procedures, and security requirements. Foster effective communication and knowledge sharing with colleagues and IT contacts. Maintain access to necessary applications and services. Assist with ad-hoc IT support or project work when required. Continually improve IT skills and knowledge through sharing and learning. Collaborate with vendors and suppliers as needed. Qualifications and Skills: Strong educational background. Minimum of 1 year of experience in a large professional services environment (e.g., Law, Banking, Consulting, or Accounting). Previous experience in a technical support role supporting multiple production environments. Up-to-date working knowledge of hardware, software, servers, networking, and infrastructure. Proficiency in troubleshooting and analyzing various technologies. Familiarity with Windows 10, Worksite/Filesite, Microsoft Office 365, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, BigHand. Experience with Azure and hybrid environments. Knowledge of WIN 10, Surface Pro, screens, monitors, printers, and BOYD support. Strong proficiency in Microsoft Office applications, especially Outlook and Windows 10/365. Familiarity with M365, OneDrive, SharePoint, MS Teams. Technical understanding of communication tools and system issues. ITIL Foundation Certification preferred, but at a minimum, understanding of ITIL best practices and ability to follow ITIL processes. Confident in remote support investigation and known solution implementation. Experience in handling Major Incident escalations and engaging support teams. Skills: Support Windows ITIL