IT Operations Analyst (Level 1) - IFS

IT Operations Analyst (Level 1) - IFS

About the role:

You will be part of the technology team, the engine room of the business, providing bespoke systems that give CFC its competitive advantage in this dynamic marketplace. You will be working within our Technology Operations team to provide higher levels of support to our internal and external customers.

In this role, you will be responsible for the resolution of IT Service Desk, support incidents and requests and ensure the stable and efficient running of our IT Operations across our whole infrastructure.

You will provide IT support and assistance to around 1000 employees, based in the UK, US and Australia in order to ensure the business continues to operate effectively and efficiently, carrying out any escalation processes arising from fellow Support Analysts.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance at the Tech Bar.
• Diagnose and resolve hardware and software issues on various devices, including laptops, desktops, and mobile devices.
• Provide support for operating systems, applications, and network-related problems.
• Assist users with setting up and configuring IT equipment.
• Log and manage incidents and service requests using the IT service management system.
• Escalate complex issues to 2nd Line Support or relevant teams as necessary.
• Maintain a high level of customer service and ensure timely resolution of user issues.
• Educate users on best practices and provide guidance on IT-related queries.
• Run daily checks on meeting rooms, making sure all AV technologies are working and report any issues.
• Support VIP meetings and all company events, making sure AV and meetings rooms are ready.
• Keep up-to-date with the latest technology trends and updates.
• Participate in team meetings and contribute to continuous improvement initiatives. Working closely with our supervisory team to ensure the service levels meet and exceed business requirements.
• Work as part of a technology team and successfully manage your own tasks according to the larger needs of the business.
• Internal and external stakeholder management, ensuring any issues are resolved within a timely manner.
• Create knowledge articles and processes to support the business
• Run new customer inductions bi-weekly and keep the induction slides up to date.
• Creation and decommission of customer accounts (JML)

Preferred Skills and Experience :

• Proven experience in a customer-facing IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with common software applications and troubleshooting techniques.
• Basic understanding of networking principles and IT infrastructure.
• Excellent problem-solving and communication skills, ability to work independently and as part of a team and strong organizational skills and attention to detail.
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus