IT Support Analyst

First Bus are looking for an IT Support Analyst in Glasgow. This role will offer hybrid working with frequent travel.

The principal responsibility of the role is to provide first class IT support for all locations and users in the UK. Through effective, efficient and timely assistance, and recommendations where required, to front-line primary technical supports or users to resolve various issues involving hardware, software, and peripherals.

What will you be doing?

• Troubleshoot, diagnose and resolve Windows system and software related issues
• Printer setup, management and driver configurations
• Communication systems support including telephony, Teams and other VoIP solutions.
• Office 365 support
• Email configuration and mobile device support across Android and iPhone
• “Hands and eyes” support for 3rd party providers
• Liaise with the IT Service Desk to provide 2nd line support
• Ensure that the IT asset management system is kept up to date
• Local site security patching where required under instruction from IT Manager
• User and computer account maintenance via Active Directory
• Ownership and management of IT issues and follow up in a timely manner
• Managing and completing small projects
• Installing and configuring client computer systems
• Responding to client IT support requests
• Meeting with users to diagnose software, networking, or hardware issues
• Providing technical support on-site or via remote-access systems
• Offering solutions that meet the needs of the client
• Repairing hardware malfunctions, software issues, and networking problems
• Maintaining good client relations
• Tracking and managing work records
• Compiling job reports

What are we looking for?

• Proven work experience as a technical support engineer.
• Knowledge of web services, API, and IP-based protocols.
• Working knowledge of a formal IT Service Management Framework such as ITIL in relation to incident management
• Scripting experience such as PowerShell
• Experience of Azure Active Directory and basic Office 365 administration
• Knowledge of computer hardware and networking systems.
• Good time management skills.
• Good interpersonal skills.
• Ability to troubleshoot complex hardware and software issues.
• Ability to think critically.
• Excellent technical and analytic IT skills as well as a proficient user of the MS Office suite and Windows operating systems
• Excellent customer service, customer-facing and problem-solving skills
• Exceptional communication skills, both written and oral
• Good time management and organisational skills
• A proactive attitude and the ability to work on your own initiative
• Ability to prioritise a constantly changing workload and remain calm under pressure
• Solution focused
• Ability to create and maintain relationships with all levels of colleagues and stakeholders across the organisation

What can we offer you?

• Free bus pass for you and your family on joining
• 25 days Annual Leave + Bank Holidays
• First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London for £6!
• Generous pension and shares scheme
• Employee Assistance Programme – 24hr, 365 days a year mental health support

Welcome to First Bus

At First Bus, we're proud to be part of so many journeys. We're part of first days at school, dream-job interviews, major sporting events and even life-changing events. Be it behind the wheel, or behind the scenes, we help people get to all of life's destinations.

And every day, we're working hard to make our services easier to use, more accessible, more reliable and more sustainable. We're not perfect, but we're clear about where we're going and how we'll get there. We want to be known for forward-thinking innovation, operational excellence and providing a best-in-class service. To deliver our ambition, we have a pretty neat plan laid out, and we'd love for you to join us for the next stage of your journey, and ours.

Apply now! We look forward to receiving you application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.