Junior End User Support Analyst - Corporate Communications Group

Overview 
This is a hands-on role where you will be working in conjunction with other team members in- End User Support Services, IT Security and DevOps to provide an efficient and effective day to day support service to end users. You will assist in the ongoing development, implementation, support and management of the Group's "front of house" environment. 
You will play a role in developing the framework required to facilitate the successful attainment of these objectives. This role requires close consultation with the various business stakeholders to understand and cater for the existing issues and future aspirations of the business. 
You will assist in the effective management of incidents, service requests and problems across the organisation; the provision of second- and third-line operational support relating to desktops, laptops and mobile devices; and to ensure timely and efficient resolution of incidents, service requests and problems.
The Positive Change Group are in the midst of undergoing a digital transformation in the End User technology space, with a focus on adopting Microsoft Cloud technologies to achieve this objective. As part of this wider initiative, we will look to you to provide support and lead on technical projects where necessary.

Key Responsibilities
Respond to and resolve technical support requests from end-users, plus escalating where necessary to maintain adherence to helpdesk SLA's. 
End to end IT asset and lifecycle management to include stock and inventory management, request fulfilment, maintenance, storage and disposal.
Troubleshoot and resolve hardware, software, and network issues, and to collaborate effectively with wider IT department.
Install, configure, and maintain desktop systems and applications for both MacOS and Windows devices across a global workforce.
Carry out agreed operational procedures of a routine nature.
Assist the end-to-end IT support ticketing system and lifecycle, allocating work, ensuring timely completion of tickets, liaising with internal colleagues and the IT team.
Manage internal colleague expectations with regard to IT support service, resolving escalated issues to ensure colleague satisfaction.
Provide regular reports on KPI’s, highlighting trends, risks and recommending opportunities for continuous improvement.
To provide a centre of excellence for I.T Service Desk knowledge and expertise and provide expert advice and guidance on the desktop environment to serve business needs.
To act as a point of contact for escalations from staff, being mindful of commercial impacts.To assist in the analysis, diagnosis, escalation, execution and resolution of incidents and problems affecting the customer base.
Contribute to technical documentation, knowledge articles, procedures & process definitions.

Reporting Relationships
Reporting to: Modern Workplace Technology Manager
Work closely with the IT team 

Skills and Experience 

Ideally  experience in a similar role within an IT business support experience, for a minimum of 1 year.
Additional IT qualifications are highly desirable, such as ITIL Management Certification, CompTIA
Experience of working to strict SLA’s.
An understanding of ITIL fundamentals.
Technical knowledge of desktop system software and hardware. (Mac & Windows 10) as well as mobile devices, telecommunications, peripherals, security & applications
Competent in delivering management of IT Desktop Support Services, in a mixed Windows and OSX environment.
Experience of Active Directory and Azure Active directory
The following skills are not mandatory would give the candidate a distinct advantage.
Practical experience of Azure Active Directory and M365 admin console and Exchange would be an advantage.
PowerShell scripting, or other automation methods

Your personal qualities:
Strong interpersonal and communication skills are necessary to build trust and respect both externally and internally.
High-quality service ethic and committed to customer service excellence.
Ambition to self-improve.
Ability to manage and motivate technical people.
Dynamic personality with a desire to own problems through to resolution.
Ability to manage many urgent and often conflicting priorities.
Strong ‘can do’ attitude with an innate ability to take initiative and work by yourself as well as in a team.
Flexibility and team-focused, non-hierarchical approach with a ‘roll up your sleeves’ attitude to getting the job done; and
A great sense of humour and fun!!

Interview process
Initial chat with talent acquisition manager
1st Interview (teams) with hiring manager
2nd interview (f2f) with hiring director and hiring manager 
3rd Interview with CTO -tbc

Benefits
In addition to a competitive salary based on skills and experience, as an employee at Black Sun, you will have access to a range of great benefits and perks, including: 
25 days holiday per year with ‘bonus’ days for long service
Bonus scheme 
Personal development opportunities 
Group life assurance
Group personal pension plan 
Employee assistance programme, access to online GP service

About us :
Business is changing fast – shaped by AI, transparency and rising social expectations – and trust now decides who wins.
Positive Change Group brings together specialist agencies in reporting, culture and communications to help organisations build stronger, more connected stakeholder relationships – aligning what you say with what you do to drive performance, resilience and trust. Clients get deep specialist expertise with seamless access to wider Group capabilities as priorities evolve.

We’re trusted partners to some of the world’s leading organisations, delivering award-winning work that turns complex challenges into meaningful progress. By combining human insight with data and technology, we create intelligent stakeholder engagement that brings clarity, builds commitment and delivers measurable impact.
One partner across your stakeholders – practical, joined-up and built for what’s next.

Join the people driving positive change:
Change starts with people. Our global teams bring together different disciplines, nationalities and perspectives, driven by a shared belief that business can be a force for good. 
Guided by our Group Values - to learn and grow, go together, show respect, be courageous and deliver excellence – we bring these principles to life every day through our work and each other.
We call it The Changemaker Way: a culture built on trust, inclusion and doing what’s right. It’s how we learn, lead and grow – and make a difference that lasts. 

Joining The Positive Change Group means becoming part of an inclusive, dynamic community where your talents are nurtured, and your career can thrive. With competitive salaries, hybrid working, and continuous professional development, you’ll not only grow but also have the opportunity to make a difference every day, shaping the future of communications – and having fun along the way.

We pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best work and be relevant in a rapidly changing world. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.
For more information, please visit:
www.positivechangegroup.com
Please view our privacy notices here : 
www.positivechangegroup.com/privacy-notice