IT Support Analyst

IT Support Analyst

Midlands (Hybrid - 10 days per month on site)

£25,000 p.a.

This role is within the IT Service Delivery team of our amazing client who are leaders in their sector and growing rapidly. The friendly and professional Service Delivery team deliver high quality technical support helping the business to solve any user based technical issues.
The IT Support Analysts provide end-users with technical support on business systems, hardware requests, hardware configuration and general asset management. The role will provide written advice via email, tickets, live chat and verbal telephone advice when problems arise with either computer hardware and/or software. Analysts also help resolve network issues with third party suppliers, problems with computer peripherals (such as printers, desk set up, office moves etc.), Microsoft administration support (changes within Active Directory, new starters and leavers etc.). The role encompasses first and second line duties and will require a technical skillset and previous experience.

As IT Support Analyst your key responsibilities will include:

• Working closely with an external service partner as one team with joint accountability and representation.
• Quickly diagnosing, examining and resolving user based IT issues with our internal customers based across multiple branches.
• Ensuring that users are updated about progress on their tickets / issues / requests in line with team SLA provisions and using skill and experience to escalate tickets when necessary.
• The role holder will be responsible for recording and resolving IT incidents reported by IT Users and undertaking Request Fulfilment activities to satisfy Customer requests for help, assistance or guidance.
• Adhere to professional call handling techniques, i.e. always communicating in an efficient and professional manner.
• Adhere to Service Desk call logging processes all tickets to be logged with sufficient user and incident detail, all tickets to be updated regularly and managed professionally until resolved.
• Providing on-call support as part of any Rota (that may come into effect - initially, the role is 8.30am - 5.30pm Monday to Friday).

This is an excellent opportuunity to join a friendly team and advance your IT career.