The Role

CTI is looking for a Global Technical Analyst to provide timely and efficient 2nd and 3rd Level support to the organisation’s user community across our clients.

The Global Technical Analyst should have extensive experience administrating common services including Windows 11, Office 365, Intune device management, ENTRA, Autopilot, Time Management and documentation duties required to help the team maintain the Service Delivery Support operation within the defined processes and framework.

Key Responsibilities

• Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes
• Analyse and resolve assigned 2nd/3rd line support calls at Wilton offices, other regional offices (nationally and globally), and for remote users. Work with other relevant support workgroups (Infrastructure, Application Support, etc.) to resolve/fulfil incidents, requests and problems
• Log and track the status of assigned requests for IT support and services, ensuring regular customer updates
• Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements
• Provide technical solutions to IT and business requests/requirements, engaging with Business stakeholders where appropriate
• Provide the relevant equipment and support for meetings as required by the business
• Follow the defined department ITIL processes and procedures, and wider company standards, policies and procedures; providing feedback on processes where improvement opportunities are identified
• Maintain the hardware CMDB to ensure accuracy
• Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule
• Provide regular updates to customers, and to the Service Delivery Managers, on progress with items, escalating issues where a technical or management escalation is required
• Build positive relationships with users to enhance the level of service provided
• Positively contribute ideas and feedback to help the team grow and improve; participate actively in team meetings and other activities as required
• Contribute to project activity, completing assigned tasks as necessary to the designated timescales and other ad hoc duties aligned to the role