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Junior IT Support Analyst

Posted 7 March by 1st Choice Computer Appointments Easy Apply Ended

Junior IT Support Analyst

West Malling

Up to £20k

VR/02231J

Our client is looking for a Junior IT Support Analyst to service and support a range of hardware and software systems. The role is responsible for managing multiple concurrent tasks with varying technologies in an exciting competitive environment, with exposure to a wide range of existing and emerging technologies.

Main tasks of the job:

Systems / Application Support

• To support the Operations Team in ensuring the smooth functioning of the Group’s applications and other server systems; to liaise with application support, developers, product managers, suppliers and other System Administrators as required

• To provide operational support in responding to users’ calls, diagnosing and deciding on the most appropriate solution; to liaise with the system suppliers or other colleagues and departments to ensure speedy resolution

• To take any proactive actions required in ensuring the availability of key applications

• Work with other Systems engineers and the Service Delivery Manager to identify repeating incidents and escalate into the Problem Management log

Systems Maintenance and Administration

• To ensure the Group’s applications and systems are functioning correctly, by undertaking regular monitoring and analysis, escalating as appropriate

• To ensure that all technical documentation is kept up-to-date and to agreed standards

• Keep user documentation up-to-date and, where required, assist in the provision of training and support to users; ensure housekeeping procedures are adhered to

• Investigate user requirements for application and infrastructure changes, design and implement appropriate solutions

Incident Management

• Support the Service Delivery Manager:

- in the tracking and supporting of high severity incidents including delivery of metrics plus support the Head of Operations with strategic and tactical advice on areas of improvement

- supporting business wide communication for high severity incidents

Problem Management

• Tracking and support of repeating underlying technical problems with LIVE products/services, including ownership to agreed resolution or workaround states, in coordination with the Service Delivery Manager

Systems Development Support

• Actively look for opportunities to innovate and improve services

• Assist with the on-going troubleshooting and development of systems

• To keep up to date with changes and advances in the IT industry and systems development arenas

To be considered it is desirable that you have MCP or equivalent, with ITIL v2 or v3 training being highly desirable. You will need to have varied experience in a service and support role, providing technical customer support in a similar field. Effective ticket management is required alongside excellent communication skills with the ability to explain technical concepts to a range of audiences.

Reference: 34629392

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