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IT Support Analyst Full Time

at Light & Wonder London in London (Published at 23-11-2023)



Corporate:
Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees.



Position Summary


Working within the IT team and closely with other business units you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.



Essential Job Functions


  • Provide 1st / 2nd / 3rd level remote or face to face IT support services for the Group, acting as an interface between the IT department and user community

  • End-User IT Support for workplaces including Windows/Unix/Mac desktops/laptops, printers, IP Phones, smartphones etc.

  • Installation, routine maintenance and management of end-user computing devices (desktop, laptop, smartphone and tablet devices); this includes imaging and keeping them up-to-date with management tools

  • Fulfil User Account Management requests

  • Management of local communication and collaboration channels (PBX, Fixed & Data Lines, VoIP, A/V Equipment etc.)

  • PBX & IP Telephony end–user support: Create new extension numbers, configure IP phone devices, configure softphones etc.

  • Maintain the proper operation of Training / Meeting rooms

  • Liaising with System & Network Administrators for the management & maintenance of LnW Chiswick Office infrastructure including Servers, Network, Storage & Data Center facility.

  • Maintain the asset database and hardware inventory for Chiswick Office; Manage stock of IT Equipment and maintain Lifecyle Management

  • Perform the IT Induction to newcomers

  • Efficient implementation of changes to services, technologies and processes (IT Projects / IT Tasks)

  • Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community

  • Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management

  • Experience supporting Executive Stakeholders

  • All other duties as assigned.




Qualifications



  • System Administration / Service Desk experience.

  • Technical/Computing undergraduate degree and/or Certifications in technology fields (e.g. Microsoft) will be considered a plus




Knowledge, Skills, and Abilities:


  • Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS)

  • Strong Knowledge of PC hardware

  • Strong knowledge and experience with most aspects of fundamental networking/distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP/IP networks, VPN connections)

  • Good Knowledge of Group policy, Puppet as configuration management tools and Encryption

  • Strong Knowledge of Microsoft O365 platform and CISCO VC solutions will be considered a plus

  • Possession of excellent oral and written communication skills, including fluency in oral and written English.

  • Problem solving and analytical skills

  • Customer service orientation

  • Focus on delivery and high tolerance in working under pressure




Light & Wonder are an Equal Opportunity Employer and encourage applications from all walks of life regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.



If you are invited to an interview, please let us know if there are any reasonable adjustments, we can make to the recruitment process that will enable you to perform to the best of your ability.



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