IT Analyst

An opportunity has arisen to join our Technology Team.

Croxley | Hybrid

Who Are CSL?

• We are a leading international IoT service provider specialising in sectors including Fire, Security, Telecare, Critical
National Infrastructure, Retail and Water Utilities.

• We are a rapidly growing, private equity-backed company with operations in multiple countries, including the UK, Ireland,
the Nordics, Benelux, and Spain.

• We have completed 6 acquisitions in 6 years, each one adding further expertise and scale to our market-leading
propositions.

• Today, we have over 2 million IoT connections across the world.

• We now have over 200 employees within the Group – and this is growing all the time.

• Our high performing team of experts is renowned for delivering leading solutions and services, backed up by world-class
customer support across markets that demand nothing less than absolute certainty.

• Our products and solutions have won over 20 awards across a range of industries.

• Whether you're looking for a new start or looking for a move into a company where you can make a difference, CSL could
be the platform you are looking for.

Who Are CSL Looking For?
CSL are looking for an IT Support Analyst, who can combine their technical skills with excellent customer service to keep our
employees highly productive and supported in the use of technology in their role. The successful candidate shall be highly
motivated and organised with bags of enthusiasm and with excellent organisational skills.

The role is an exceptional opportunity for the right, ambitious person looking for to join a high performing team in rapidly evolving
environment.

An IT Support Analyst is focuses on ensuring the company employee experience is positive in relation to deployed technology
and solves technical problems both to prevent recurrences and to ensure good customer service experiences. The analyst is
expected to maintain awareness of a broad spectrum of technologies and apply good troubleshooting and customer service
skills to resolving issues assigned to the team from the 1st line service desk.

In this role, you will:

• manage, coordinate, and prioritise tasks to resolve technical issues as quickly as possible.

• Aim to deliver good customer service and uplift and maintain colleague productivity in interactions with internal
customers.

• work closely with engineers senior in the employee IT environment within the incident and problem management
processes to fix technical problems and identify root cause and avoid or escalate repeat issues as appropriate.

As an IT Support Analyst at CSL you will be support and manage the internal technology deployed across our offices and employee
base that runs CSL in effective manner.

You will achieve this through undertaking provisioning, installation/configuration, troubleshooting and operational tasks to ,
maintain hardware/ software and related infrastructure. You will be joining a small team, who support our employee base in a
critical communications environment. Customer Service and Technical skills are equally important to blend well to be effective
within this role.

Duties & Responsibilities:
This role will encompass a range of responsibilities including but not limited to:

• Triage, prioritise and manage through to closure incident and service requests across Microsoft 365 applications, other
corporate applications, network connectivity, infrastructure, and end user computing devices.

• Deliver great customer service with every interaction.

• To be proactive in both progressing the closure of "own" calls residing within IT support queue as well as avoiding them
reoccurring. Support peers and other team members in doing the same.

• Author and peer-review others Change Requests with the aim of ensuring only well-planned changes are executed.

• Ensure all assigned work status is maintained and internal/external customers are regularly updated.

• Participate in improvement projects that keep CSL evolving technologically.

• Manage Hardware issuing, returns, replacements and support including their associated records in the CMDB/Asset
database.

• Manage the firmware and software lifecycle on end user devices to ensure they are updated and secure throughout their
lifecycle.

• Educate non-IT employees in the use of technology, both on a 121 and group setting to ensure CSLs employee base is
productive and efficient.

• Ensure tickets are managed in line with SLAs and help others to do the same.

• Identify opportunity for technological improvement/enhancement and either execute or backlog those opportunities.

• Mentor new or more junior staff to gain knowledge and skills and grow within their role through feedback and providing
advice.

• Provide support via Teams video conferencing, remote screensharing technology by phone, email, and ticket.

• Collaborate with 3rd parties such as suppliers, customers and represent CSL in those interactions.

• Develop & share content in Knowledge Base both within and outside of IT.

Key Skills & Qualifications Sought:

• Excellent communicator both written and verbally.

• The ability to work well alone and under pressure.

• Analytical skills.

• Clear and professional support manner.

• Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook -
Exchange), fault diagnosis, Active Directory.

• Competent in using an ITSM based ticketing system to find, update and prioritise and eventually close work assigned.

• Ability to methodically troubleshoot commonly used Hardware, software and applications across both Windows and
Apple Macs as well as Android/iOS phones.

• Knowledge of ITIL practices and processes and their place in modern IT operational environments.

Technology Experience Sought:

• MCITP Windows Server/Workstation Administration

• Microsoft Office Specialist (to include MS Azure and O365)

• ITIL Service Management Foundation

• Windows, Intune/Endpoint manager, 365 products including power platform.

The Role within SFIA framework

Job
Family Role SFIA
Responsibility Level Core
Skill 1 Core
Skill 2 Core
Skill 3 Core
Skill 4 Core
Skill 5 Core
Skill 6 Core
Skill 7 Core
Skill 8

IT
Operations IT
Support
Analyst 3

Incident
Mgmt- USUP

Customer
Service
Support- CSMG Application
Support-ASUP Network
support -
NTAS Change
Control –
CHMG Problem
Mgmt -
PBMG Asset
Management - ASMG IT
Infrastructure - ITOP

The above should not be viewed as an exhaustive list of skills and/or qualifications but rather CSLs view on the ideal candidate. If
you feel you can meet three quarters of the requirements and learn the rest with support from CSL please apply now with an
indication of your salary expectations for the role.

CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual
orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy, or maternity

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