Field Services Analyst

Here at Fortem Solutions we are delighted to be recruiting for a Field Services Analyst to join our IT team to cover a maternity leave for an initial 12-15 months. We're looking for an experienced, customer-focused individual to provide technical (1st and 2nd line) support to Fortem employees. This role is based in Hitchin, although there may be travel to other sites when needed.

Fortem Solutions are a nationwide business specialising in the Social Housing sector. We provide Repairs & Maintenance, Retrofit, Capital Works and Decarbonisation workstreams within Local Authorities and Housing Associations.

The key responsibilities for this role are as follows:

Provide customer centric support to Fortem employees. The Service Delivery Team will be seen as a "business focussed" support function that strives to deliver a high first-time fix rate.

Working with the Field Service Delivery Specialist to carry out a scheduled device refresh programme on an annual basis (Laptops, Tablets, Phones) to refresh aged devices at different offices/sites as required.

Configure new starter IT equipment and ensure timely delivery to site/required office.

Adhering to the ITIL principles in Incident, Problem, Change and Request Management that have been adopted by the Service Delivery Team.

Taking ownership of tickets, ensuring regular, yet appropriate updates are provided to the customer through to resolution.

Adhering to policies and procedures.

Responsible for Active Directory management in terms of Users, Computers and Security Groups.

Responsible for supporting and administering NTFS permissions which control our file servers.

Essential

Operating Systems: Windows 11 certified.

Infrastructure Support: Strong all-round network and server experience.

Active Directory: Administration

Group Policy: Administration.

Exchange online: Administration.

Office 365: End user support.

SharePoint: Administration.

Intune: Administration, Android device enrolment and app deployment.

Windows Autopilot: Administration, laptop enrolment & end user support.

ITSM Tools: Experience of market leading applications such as ServiceNow.

Remote Control Software: Experience of applications such as LogMeIn Rescue.

Laptop build and software deployment experience.

Desirable

ITIL v3 or v4 certified.

Server 2022 certified.

Experience of Talkdesk support and administration.

Experience of ServiceNow administration and support.

Software patch administration.

Experience of working within a compliance driven environment.

Understanding of the construction, repairs and maintenance sector

25 days annual leave + bank holidays & your birthday off

Pay review every January

26 weeks full pay maternity leave

8 weeks full pay paternity leave

Discounted gym memberships at national and local gyms

Up to 3,000 colleague referral fee

Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services.

Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon.

Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live.

We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community