IT Support Analyst

Level: ARPC 5/6

The purpose of this role is to support ARPC’s Information Technology (IT) operations by providing IT support for ARPC team members and actively contributing to the establishment and maintenance of a high-quality IT environment in accordance with ARPC policies.

Key responsibility

Role model ARPC’s Values and Code of Conduct and capabilities set out in ARPC’s Capability Framework.

IT Support

• Provide online and face to face technical support to users, acting professionally as the first port of call for IT support queries.
• Ensure all incidents are logged in Jira ticketing system and resolved in a timely manner in accordance with ARPC’s policies and procedures.
• Proactively communicate with users to keep them updated about their requests.
• Take ownership of escalated deployment issues through to resolution..
• Analyse incident types & frequency to develop an understanding of trends and other relevant insights.
• ITIL Familiarity – solid understanding of incident, problem, and change management best practices.
• Process Improvement Mindset – proactively seek value adding resolutions to improve support processes and reduce recurring incidents.
• Keep the IT management aware of potential areas for enhancement and educational requirements.
• Configure and provide first level support of all ARPC’s business connectivity devices such as iPhones, iPads, Dell laptops, and Canon printers.
• Support Microsoft 365 (SharePoint, OneDrive, Teams) and other cloud platforms to improve business productivity and collaboration.
• Sound Knowledge of Atlassian products (Jira Service Management, Jira Projects, Confluence).

IT Administration

• Complete assigned work toward establishing quality systems, policies, and procedures to ensure seamless IT support is provided to all users.
• Monitor IT support performance against service level agreements and present associated performance reports to the IT Management.
• Develop and deliver IT training and education to ARPC team members.
• Work in conjunction with the IT team to coordinate the continual upgrading of IT systems.
• Maintain an up-to-date knowledge of emerging technologies and their potential application to IT support in ARPC.

IT Infrastructure

• Deep understanding on Windows 11 OS and Windows Autopilot.
• Perform operational tasks to ensure all endpoints, applications and network systems are consistently updated and fully patched to safeguard against cyber threats.
• Knowledge of Zero Trust Security practices in network and cloud infrastructure.

The closing date for applications is Wednesday 14 May 2025.

Contact: [email protected]