IT Support Analyst

We’re looking for an IT support analyst to be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software, peripherals and projects.

• Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues
• Helping with communications and training around technical change
• Helping the software asset management team to maintain applications (license management and version control)
• Providing valueadded services to the business, working together with the leadership team to drive technology and help transform business activities.
• Managing service tickets, documenting procedures and best practices, adhering to ITIL policies, supporting software asset management, and contributing to a collaborative and inclusive team environment by sharing knowledge and promoting best technology practices.
• Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.
• Represent your team or group at external meetings. The role may be involved in developing events, activities and internal projects of some complexity.
• Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.
• Acting as client liaison for all Digital Technologyrelated requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.

• Relevant experience in ServiceNow or similar IT service management systems. Some experience working in a professional services organisation. Strong technical aptitude and a desire to learn, you should have a proven track record of developing your technical knowledge and applying new skills in a high paced environment. Familiarity with technical software solutions from Autodesk, Bentley, Trimble, etc. Familiarity with software solutions from Adobe, Bluebeam, Cisco, Symantec, etc.
• Technical certification in Information Technology is desirable.
• Recognised relevant tertiary qualifications in technical certification in Information Technology or similar area.
• Significant experience working in a regional or global organisation providing desktop support services in a Microsoft environment.
• Proficiency in personal computing (HP, Mac, etc). Mobile computing (iPhone, iPad, Samsung etc. depending on office or regional policy). Microsoft Windows Operating System, Mac OS (limited). Microsoft 365 and associated services (i.e. OneDrive for Business, MS Teams, etc.) Cloud based solutions (Azure, AWS, etc.). Video conferencing hardware/software based on global standards. Office printers and copiers (these vary depending on office or regional policy).

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Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.

• We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.
• As a member organisation, everyone shares in our success through a global profit share scheme (payments are dependent on the firm’s financial performance).
• We care about you and want you to perform at your best, which is why we offer one of the most competitive benefits packages in our sector.
• We also provide private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you’ll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs.
• We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes selfdiscovery and allows people time to be creative.