IT Senior Helpdesk Analyst

Our End-User Client requires an IT Senior Helpdesk Analyst To manage a team of 2 or 3 helpdesk analysts, providing 1st and 2nd line helpdesk support to all Park Holidays Users at all client locations. The successful candidate is expected to be “Hands-On” and to assist the team with the helpdesk tickets, leading from the front. This includes responsibility for maintaining and supporting physical IT equipment at all Company locations (43+).

This role reports to the IT Operations Manager and will be based at Head office in Bexhill-on-sea (East Sussex) or Devon with 3 days working remotely.

Key Skills & Experience:

• Windows 10 experience
• Experience of Citrix and VMware server environments
• Experience of Microsoft Azure, including Intune/Conditional Access
• Knowledge of IP Telephony and systems (Avaya)
• Strong Microsoft Office skills, including O365
• Experience of asset management and tracking of iOS and Android devices
• Experience managing a small team of staff
• Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
• Team player who is flexible and able to adapt to business needs
• Customer Service focused
• Able to manage time effectively and to set priorities based on business needs and meet deadlines
• Ability to learn new methods, systems and processes and adapt to changes in agreed time scales
• Desire/ability to work successfully in a fast-moving company environment
• Ability to work independently when required
• Project Management

Responsibilities:

• Manage two or three helpdesk analysts
• Provide IT support to Head Office and Holiday Park users
• To ensure all calls/issues are correctly logged in the helpdesk system
• Build desktop devices (PC’s, Laptops, iGels, iPads etc) to standard company build specifications
• To monitor Microsoft licencing usage and alert when limits are reached
• Provide out of hours/weekend on-call support (1 weekend in 5)
• To fault find/resolve PC/Hardware issues
• To visit parks and provide IT support/help on both an ad-hoc and scheduled basis
• Ensure business processes and documentation are reviewed periodically and up to date 
• Oversee small project’s such as onboarding of sites due to company expansion
• Be a technical point of escalation to colleagues

Location:  Bexhill/Devon/Remote