IT Support Analyst

In this role you will provide a single point of contact for IT technical services and support to staff within the firm.

Main duties:

Helpdesk

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  Maintain a Service/Help Desk function for customers to contact for all their IT Services Requests, Incidents and queries.

  
  


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  Responsible for servicing and facilitating IT Incidents and Requests from end users.

  
  


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  Ensure details are captured and entered into the Service Management call logging system and prioritised accordingly.

  
  


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  To track, update and manage calls to resolutions and escalating when necessary.

  
  


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  To manage regular communications between IT and the customer regarding updates to calls.

  
  


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  Ensure IT service Incidents and Requests are managed and resolved within agreed service level targets.

  
  


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  Provide Desk Side & Meeting Room Services within agreed service level targets. Liaise with other departments and IT groups to ensure effective communication, escalation and knowledge sharing.

  
  


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  Maintain IT Asset database.

  
  


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  Monitoring and managing call queues, ensuring service levels are achieved.

  
  


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  Effectively resolve user Incidents and Problems by applying known fixes and workarounds from the Knowledge Base.

  
  

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  Rebuild PCs when necessary.

  
  


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  Liaise with third party support companies, ensuring timely resolution and service levels are achieved.

  
  


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  Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard.

  
  


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  Liaise with the IT Service Desk Manager, ensuring they are kept updated of any service Incidents that require escalation or require further attention.

  
  

  Support:

  
  

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  Provide desk side support to users where further analysis is required and gather information to fix or replace equipment if necessary.

  
  


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  Carry out in-depth analysis of Incidents and Problems involving planning, testing and implementing fixes or workarounds.

  
  


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  Liaise with other IT units to discover fixes.

  
  


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  Carry out project work either individually or as part of a group.

  
  

  Systems experience & knowledge:

  
  

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  Knowledge of ITIL (Information Technology Infrastructure Library).

  
  


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  Experience of using an enterprise service management toolset.

  
  


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  Experience of remote support tools.

  
  


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  Be able to demonstrate and understand the principals of IT Networks in an enterprise environment.

  
  


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  Understand the concepts of backups and disaster recovery.

  
  


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  Experience of supporting Windows 7 and MS Office 2010.

  
  


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  Previous work experience of desktop hardware and printer troubleshooting and support.

  
  


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  Experienced in PC builds and upgrades.

  
  


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  Be willing to gain more technical experience.

  
  

  Skills and qualities:

  
  

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  At least one year continuous IT Service/Help Desk experience.

  
  


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  Able to demonstrate excellent communication and people skills and able to communicate with users at all levels, i.e. Board members and senior management in addition to users with a high level of specialised IT expertise.

  
  


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  Should be conscientious with excellent attention to detail.

  
  


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  Able to follow documented procedures and checklists.

  
  

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  Good organisational and administration skills, including understanding how to prioritise work.

  
  


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  The ability to use initiative.

  
  


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  Be able to demonstrate enthusiasm and a willingness to be flexible with regards to tasks assigned and on occasions with their working hours or location.

  
  


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  The ability to work under pressure and meet specific deadlines.