IT Support Analyst / 1st Line / 2nd Line / IT Support Technician
IT Support Analyst
Up to £22,000 + on call
The IT Support Analyst provides 1st/2nd line Service Desk support to staff on all supported systems ensuring incidents are fixed first time or escalated to the relevant person/3rd party, day-to-day consultation, training, instruction, trouble-shooting and problem-solving to computer users for hardware, software, network and related computer systems and peripheral devices.
The role ensures the effective operation and configuration of all IT systems. All IT Support staff are required to participate in the IT on-call rota as detailed in the 'IT Out of Hours' Policy.
Your new role
Provide efficient, friendly 1st line for support across a range of systems for staff and where appropriate escalating incidents via the Helpdesk tool.
Logging all IT incidents in the IT Helpdesk tool, providing first time fixes where possible.
Develop centralised, efficient methods for managing end user systems to minimise downtime and hands on visits to workstations
Accurately manage IT asset inventory and software licensing compliance
Perform hardware repair and maintenance Identify and address complex usability problems
Assist in the purchasing of new services, hardware, software, and other IT supplies
Manage various user accounts, ensuring that the appropriate levels of security are maintained while enabling users to complete their work effectively
Apply business/technical support concepts to analyse application problems and resolve complex issues that may have strategic impact
Ensure all end user systems have up-to-date anti-malware protection
Ensure software updates are tested and applied in a timely manner Implement methodologies to improve first call resolution, managing customer perceptions and building strong internal relationships
Maintain web based help system and procedure manuals - Knowledge of HTML
What you need to succeed
18-24 months experience on a Support/Service Desk (1st & 2nd line support)
Excellence in customer service is achieved.
Support and advice is provided in a professional and friendly manner so that issues are diagnosed and resolved as quickly as possible.
Complaints are escalated and responded to in line with company policy IT excellence and system delivery is achieved - all IT systems and processes are being adhered to consistently with minimal errors
System uptime is achieved in line with business needs.
Changes to systems are co-ordinated, tested and understood with minimal disruption to business activities
What to do now
Call Jon Walters on for more information or click 'Apply'